TY  - BOOK
AU  - Hinkin,Timothy R.
TI  - Cases in hospitality management: a critical incident approach 
SN  - 047168693x
U1  - 647.94068 
PY  - 2006///
CY  - Hoboken, N.J.
PB  - John Wiley
KW  - Hospitality industry
KW  - United States
KW  - Management
KW  - Case studies
N1  - 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
ER  -