Hinkin:

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

Instructor Companion Site

Table Of Contents

Part 1: ETHICS

Part 2: TRAINING AND DEVELOPMENT

Part 3: REWARD SYSTEMS

Part 4: COMMUNICATION

Part 5: POLICIES

Part 6: GROUP DYNAMICS

Part 7: TECHNOLOGY

Part 8: PROCESS ANALYSIS

Part 9: SERVICE EXEMPLARS

Part 10: SERVICE RECOVERY

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