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

November 2005, ©2006
Cases in Hospitality Management: A Critical Incident Approach, 2nd Edition (EHEP000823) cover image


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 organization’s 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. 
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Table of Contents




Case 1. Sunspot Resorts.

Case 2. The Hawaiian Village.

Case 3. A Dog-Eat-Dog World.

Case 4. Seaside Plantations.

Case 5. The Decision to Serve.


Case 6. The Promotion Decision.

Case 7. The Swimming Pool.

Case 8. Spas International.

Case 9. The Apprentice Chef.

Case 10. Bongo's.


Case 11. The University Conference Center.

Case 12. The New Sales Manager.

Case 13. The Incentive System.

Case 14. The River Walk Café.

Case 15. The Cedars.


Case 16. The Shared Suite.

Case 17. Leaving From Rome.

Case 18. Room Service, Please.

Case 19. The Wounded Bird.

Case 20. The Three Hour Brunch.


Case 21. The Service Guarantee.

Case 22. The Parking Lot.

Case 23. Bank of USA.

Case 24. The Minibar Charge.

Case 25. 100% Occupancy.


Case 26. The Reinstatement.

Case 27. The Job Opening.

Case 28. The Suarro Inn.

Case 29. Burrito Sisters.

Case 30. The Department Meeting.


Case 31. The Amateur Travel Agent.

Case 32. The Concierge's Computer.

Case 33. Direct Deposit.

Case 34. The Wireless Internet.

Case 35. Casino CRM.


Case 36. The Broadbeach.

Case 37. The Tarragassett Inn.

Case 38. The Tour Voucher.

Case 39. The Headwaiter.

Case 40. The Mystery Shopper.


Case 41. The CD Player.

Case 42. Special Needs.

Case 43. First Class Upgrade.

Case 44. The Spanish Homework.

Case 45. The Antler Hotel.


Case 46. The Stolen Sunglasses.

Case 47. The ICO Conference.

Case 48. The Airline's Response.

Case 49. It Stinks.

Case 50. Rob Jones Corporation.

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Author Information

TIMOTHY R. HINKIN is a Professor at the Cornell School of Hotel Administration. He is the author of the first edition of Cases in Hospitality Management as well as numerous articles in the Academy of Management Journal, the Journal of Applied Psychology, the Hospitality Research Journal, and the Cornell Hotel and Restaurant Administration Quarterly. His primary research focuses are supervisor-subordinate relationships, power and influence in organizations, group dynamics, and service quality.
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New To This Edition

  • 15 new cases
  • New "Technology" section dals with issues such as data warehousing, the internet, and electronic banking
  • New "Service Exemplars" section presents incidents involving truly exceptional service in a variety of contexts
  • New "Service Recovery" section presents examples of companies failing to salvage service encounters that have gone awry
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The Wiley Advantage

  • 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
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Instructors Resources
Wiley Instructor Companion Site
Instructor's Manual to Accompany Cases in Hospitality Management, Second Edition
Instructor's Manual features Case Study questions and answers.
Instructor's Companion Site
—Instructor's Companion site with downloadable Instructor's Manual.
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Purchase Options
Cases in Hospitality Management: A Critical Incident Approach, 2nd Edition
ISBN : 978-0-471-68693-4
172 pages
November 2005, ©2006
$75.95   BUY

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