Cases in hospitality management : a critical incident approach /
Timothy R. Hinkin.
- 2nd ed.
- Hoboken, N.J. : John Wiley, c2006.
- ix, 157 p. ; 23 cm.
Includes bibliographical references.
1: Ethics -- 2: Training and development -- 3: Reward systems -- 4: Communication -- 5: Policies -- 6: Group dynamics -- 7: Technology -- 8: Process analysis -- 9: Service exemplars -- 10: Service recovery.