Harpercollins College Division 1988, Hardcover.

Organization Theory: An Integrative Approach

Business & Money

Ford, Robert C.

Heaton, Cherrill P.

Armandi, Barry R.

Management & Leadership

Harpercollins College Div

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience

Sturman, Michael Craig

Industries

Sage Publications, Inc.

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management)

Sturman, Michael C.

Job Hunting & Careers

Delmar/Cengage Learning

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.

On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. 
Keep your customers from defecting to competing providers. Improve your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing first-rate service. 
Find out how to: Assess your organization to determine your core competencies Empower patients and families to "coproduce" their own healthcare experience Recruit and hire people who "love to serve" Predict and plan the kinds of healthcare experiences customers will find satisfying Train, motivate, and inspire employees to provide outstanding service Manage the inevitable wait times for healthcare service Prevent service failures and problems Create and encourage a customer-focused culture Develop action plans to implement customer service initiatives Use information technology to add quality and value to the healthcare experience

Achieving Service Excellence: Strategies for Healthcare

Politics & Social Sciences

Fottler, Myron D.

Social Sciences

Health Administration Pr

Focusing on the day-to-day delivery of quality service that can drive a successful partnership between the Human Resources (HR) department and the rest of the company, this handbook demonstrates how HR managers can and must ensure that their teams develop the ability to anticipate and attend to the needs, wants, and expectations of managers and their employees. As it provides practical tools and guidance on building world-class HR departments, this guide aids HR leaders to plan for future client needs, conduct internal audits, and hire as well as reward customer-centric individuals. Lessons learned from thriving businesses, such as Walt Disney Co., Marriott International Inc., and Darden’s restaurants, are also applied and explained in the HR context.

HR at Your Service: Lessons from Benchmark Service Organizations

Latham, Gary P.

Society For Human Resource Management

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