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Cases in hospitality management : a critical incident approach / Timothy R. Hinkin

By: Hinkin, Timothy R.
Publisher: New York : Wiley, c1995Description: xi, 222 p. ; 23 cm.ISBN: 0471107549.Subject(s): Hospitality industry -- United States -- Management -- Case studies | Hospitality industry -- Management -- Case studiesDDC classification: 647.94068
Contents:
ETHICAL ISSUES: SHADES OF GRAY. Sunspot Resorts. A Dog-Eat-Dog World. Seaside lantations. The Rental Car. STRATEGIC PLANNING. The New Consultant. The Cedars. The Broadbeach. STRUCTURE AND POLICIES. The Service Guarantee. The Parking Lot. The Minibar Charge. PROBLEM SOLVING/DECISION MAKING. The Tour Voucher. The Headwaiter. It Stinks. The Ski Trip. COMMUNICATION. The Shared Suite. Room Service, Please. The Wounded Bird. The Three-Hour Brunch. GROUP PROCESS. The Job Opening. Burrito Sisters. The Department Meeting. DIVERSITY IN THE INDUSTRY. Nancy Jones. The Gay Co-Worker. The New Travel Agent. SEXUAL HARASSMENT. The Good Dishwasher. The Assault. She's My Type. STAFFING AND ROMOTION. Spas International. The Reinstatement. The Surprise Promotion. TRAINING. The Swimming Pool. The Mystery Guest. Bongo's. REWARD SYSTEMS. The Greek Palace. The Incentive System. The River Walk Cafe.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 4, Shelf 21 , Side 2, TierNo 1, BayNo 4

 647.94068 HIN (Browse shelf) 1 Available SHTEx,70002,03,GR 5000002148

Includes bibliographical references.

ETHICAL ISSUES: SHADES OF GRAY. Sunspot Resorts. A Dog-Eat-Dog World. Seaside lantations. The Rental Car. STRATEGIC PLANNING. The New Consultant. The Cedars. The Broadbeach. STRUCTURE AND POLICIES. The Service Guarantee. The Parking Lot. The Minibar Charge. PROBLEM SOLVING/DECISION MAKING. The Tour Voucher. The Headwaiter. It Stinks. The Ski Trip. COMMUNICATION. The Shared Suite. Room Service, Please. The Wounded Bird. The Three-Hour Brunch. GROUP PROCESS. The Job Opening. Burrito Sisters. The Department Meeting. DIVERSITY IN THE INDUSTRY. Nancy Jones. The Gay Co-Worker. The New Travel Agent. SEXUAL HARASSMENT. The Good Dishwasher. The Assault. She's My Type. STAFFING AND ROMOTION. Spas International. The Reinstatement. The Surprise Promotion. TRAINING. The Swimming Pool. The Mystery Guest. Bongo's. REWARD SYSTEMS. The Greek Palace. The Incentive System. The River Walk Cafe.