Cases in Hospitality Management: A Critical Incident Approach

About this book

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 organizations 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.