Textbook

Cases in Hospitality Management: A Critical Incident Approach, 2nd Edition

ISBN: 978-0-471-68693-4

Paperback

172 pages

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Incidents include a lot of the "language of the industry" to familiarize students with the hospitality context
A broad array of industry segments are represented throughout the cases: airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, restaurants
Contains 50 actual cases and situations which illustrate concepts and issues of hotel, restaurant and travel/tourism management
Cases deal with a variety of managerial topics including decision making, communication, compensation, planning, discrimination, performance appraisal, organization design, sexual harassment, ethics and group dynamics
Section introductions, case headnotes and questions aid students in analyzing diverse situations