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Cases in Hospitality Management: A Critical Incident Approach

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Cases in Hospitality Management: A Critical Incident Approach image
ISBN-10:

047168693X

ISBN-13:

9780471686934

Author(s): Hinkin, Timothy R.
Edition: 2
Released: Nov 04, 2005
Publisher: wiley
Format: Paperback, 176 pages
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Description:

Cases in Hospitality Management: A Critical Incident Approach, Second Edition 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.

Best prices to buy, sell, or rent ISBN 9780471686934

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