{"product_id":"cases-in-hospitality-management-9780471686934","title":"Cases in Hospitality Management","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003ci\u003eCases in Hospitality Management: A Critical Incident Approach, Second Edition\u003c\/i\u003e is one of the few casebooks on the market that focuses specifically on hospitality management. It adopts a critical incident approach, a powerful teaching methodology whereby customers and employees are asked to identify actual experiences regarding service in the hospitality industry  both positive and negative - and then to describe the organization's response to it. This approach encourages thorough analysis of a prominent issue, thus highlighting the wide range of complexities that face managers on the hospitality industry on a daily basis. Cases involving many segments of the industry - including airlines, railroads, private clubs, conference centers, travel agents, and restaurants  are included, as are fifteen new cases and a new section on hospitality technology.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003ePreface.  \u003cp\u003eIntroduction.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART ONE: ETHICS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 1. Sunspot Resorts.\u003c\/p\u003e \u003cp\u003eCase 2. The Hawaiian Village.\u003c\/p\u003e \u003cp\u003eCase 3. A Dog-Eat-Dog World.\u003c\/p\u003e \u003cp\u003eCase 4. Seaside Plantations.\u003c\/p\u003e \u003cp\u003eCase 5. The Decision to Serve.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART TWO: TRAINING AND DEVELOPMENT.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 6. The Promotion Decision.\u003c\/p\u003e \u003cp\u003eCase 7. The Swimming Pool.\u003c\/p\u003e \u003cp\u003eCase 8. Spas International.\u003c\/p\u003e \u003cp\u003eCase 9. The Apprentice Chef.\u003c\/p\u003e \u003cp\u003eCase 10. Bongo's.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART THREE: REWARD SYSTEMS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 11. The University Conference Center.\u003c\/p\u003e \u003cp\u003eCase 12. The New Sales Manager.\u003c\/p\u003e \u003cp\u003eCase 13. The Incentive System.\u003c\/p\u003e \u003cp\u003eCase 14. The River Walk Café.\u003c\/p\u003e \u003cp\u003eCase 15. The Cedars.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART FOUR: COMMUNICATION.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 16. The Shared Suite.\u003c\/p\u003e \u003cp\u003eCase 17. Leaving From Rome.\u003c\/p\u003e \u003cp\u003eCase 18. Room Service, Please.\u003c\/p\u003e \u003cp\u003eCase 19. The Wounded Bird.\u003c\/p\u003e \u003cp\u003eCase 20. The Three Hour Brunch.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART FIVE: POLICIES.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 21. The Service Guarantee.\u003c\/p\u003e \u003cp\u003eCase 22. The Parking Lot.\u003c\/p\u003e \u003cp\u003eCase 23. Bank of USA.\u003c\/p\u003e \u003cp\u003eCase 24. The Minibar Charge.\u003c\/p\u003e \u003cp\u003eCase 25. 100% Occupancy.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART SIX: GROUP DYNAMICS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 26. The Reinstatement.\u003c\/p\u003e \u003cp\u003eCase 27. The Job Opening.\u003c\/p\u003e \u003cp\u003eCase 28. The Suarro Inn.\u003c\/p\u003e \u003cp\u003eCase 29. Burrito Sisters.\u003c\/p\u003e \u003cp\u003eCase 30. The Department Meeting.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART SEVEN: TECHNOLOGY.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 31. The Amateur Travel Agent.\u003c\/p\u003e \u003cp\u003eCase 32. The Concierge's Computer.\u003c\/p\u003e \u003cp\u003eCase 33. Direct Deposit.\u003c\/p\u003e \u003cp\u003eCase 34. The Wireless Internet.\u003c\/p\u003e \u003cp\u003eCase 35. Casino CRM.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART EIGHT: PROCESS ANALYSIS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 36. The Broadbeach.\u003c\/p\u003e \u003cp\u003eCase 37. The Tarragassett Inn.\u003c\/p\u003e \u003cp\u003eCase 38. The Tour Voucher.\u003c\/p\u003e \u003cp\u003eCase 39. The Headwaiter.\u003c\/p\u003e \u003cp\u003eCase 40. The Mystery Shopper.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART NINE: SERVICE EXEMPLARS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 41. The CD Player.\u003c\/p\u003e \u003cp\u003eCase 42. Special Needs.\u003c\/p\u003e \u003cp\u003eCase 43. First Class Upgrade.\u003c\/p\u003e \u003cp\u003eCase 44. The Spanish Homework.\u003c\/p\u003e \u003cp\u003eCase 45. The Antler Hotel.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART TEN: SERVICE RECOVERY.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 46. The Stolen Sunglasses.\u003c\/p\u003e \u003cp\u003eCase 47. The ICO Conference.\u003c\/p\u003e \u003cp\u003eCase 48. The Airline's Response.\u003c\/p\u003e \u003cp\u003eCase 49. It Stinks.\u003c\/p\u003e \u003cp\u003eCase 50. Rob Jones Corporation.\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49525406761303,"sku":"9780471686934","price":72.86,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780471686934.jpg?v=1731860397","url":"https:\/\/bookcurl.com\/products\/cases-in-hospitality-management-9780471686934","provider":"Book Curl","version":"1.0","type":"link"}