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Managing employee attitudes and behaviors in the tourism and hospitality industry /
Managing employee attitudes and behaviors in the tourism and hospitality industry /
Salih Kusluvan, editor.
- xxx, 841 pages : illustrations ; 27 cm.
Includes bibliographical references and index.
Contents List of Tables List of Figures About the Editor Contributors Preface Ch. 1 Characteristics of Employment and Human Resource Management in the Tourism and Hospitality Industry/ Ch. 2 Employee Attitudes and Behaviors and their Roles for Tourism and Hospitality Businesses/ Ch. 3 The Status of Tourism Employment/ Ch. 4 Attitudes of the Young to Careers in Hospitality and Tourism: Review and Recommendations/ Ch. 5 Perceptions and Attitudes of Undergraduate Tourism Students towards Working in the Tourism and Hospitality Industry in a Developing Economy/ Ch. 6 Why Don't Hospitality Students Keep the Faith? A Research Report on Hospitality Students' Commitment to Careers in the Industry/ Ch. 7 Undergraduate Tourism Students' Satisfaction with Student Work Experience and its Impact on their Future Career Intentions: A Case Study/ Ch. 8 Managing Students as a Flexible Labour Resource in Hospitality and Tourism in Central and Eastern Europe and the UK/ Ch. 9 Managing the Service Encounters in Tourism/ Ch. 10 Service Behaviors and Customer Satisfaction/ Ch. 11 The Role of Nonverbal Communication in Service Encoutners/ Ch. 12 Emotional Labor in the Hospitality and Tourism Industry/ Ch. 13 Organizational Citizenship Behavior in the Hospitality and Tourism Industry/ Ch. 14 The Quintessential Relationship: Service Predispositions and Quality Assurance/ Ch. 15 The First Step to Service Excellence in the Global Tourism and Hospitality Environment: Selecting Service-Oriented Personnel/ Ch. 16 Organizational Socialization: Messages, Meanings, and Making Sense/ Ch. 17 Training and Development in Tourism Organizations/ Ch. 18 Motivation Research in Hospitality between 1990 and 2001: A Prescriptive Review of the Literature/ Ch. 19 Managing Job Satisfaction in the Russian Lodging Industry: Cultural Analysis and Implications/ Ch. 20 Job Stress in Hospitality and Tourism Organizations: Sources, Consequences and Management/ Ch. 21 Effective Communication with Employees/ Ch. 22 Managing the Visitor's Experience through Internal Marketing/ Ch. 23 Employee Service Quality Issues: Meeting the Needs of Our Internal Customers/ Ch. 24 Organizational Culture and Its Impacts on Employee Attitudes and Behaviors in Tourism and Hospitality Organizations/ Ch. 25 Constructing a Climate and Culture for Service in the Tourism Industry/ Ch. 26 Managing Employee Cross-cultural Atittudes and Behaviours in Australia's Tourism Industry/ Ch. 27 Organizational Committment in Tourism and Hospitality Organizations/ Ch. 28 Managing Labour Turnover in the Tourism Industry/ Ch. 29 Developing an Organizational Service Orientation among Employees/ Ch. 30 Effective Performance Appraisal Practices to Enhance Organizational Effectiveness in Hospitality and Tourism/ Ch. 31 Effective Leadership in Tourism and Hospitality Organisations in the 21st Century/ Ch. 32 Decision-Making in Tourism and Hospitality Organizations/ Ch. 33 Employee Involvement in Tourism and Related Services/ Ch. 34 The Philosophy, Practice and Promise of Empowerment in the Hospitality Industry/ Ch. 35 Groups, Teams and Teamwork in Tourism and Hospitality/ Ch. 36 Developing Innovation in Tourism and Hospitality Companies: Motivation + Organizational Culture + Knowledge Transfer = Innovation/ Ch. 37 Conflict and Affective Reactions in Tourism Organizations/ Ch. 38 Innovations in Hospitality Human Resources: Cases from the U.S. Lodging Industry/ Ch. 39 Human Resource Development for Competitiveness and Sustainability: A Case Study of Indian Tourism/ Index Salih Kusluvan Salih Kusluvan Roy C. Wood John Tribe, Acolla Lewis Salih Kusluvan, Zeynep Kusluvan Rick A. Fraser Salih Kusluvan, Zeynep Kusluvan, Duygu Eren Rosemary Lucas, Keith Johnson Nick Johns, Jan Mattsson Kathryn Frazer Winsted D. S. Sundaram, Cynthia Webster J. Andrew Morris David L. Turnipseed Darren Lee-Ross Shawn M. Carraher, Jorge Mendoza, Charles E. Carraher, Lyle Schoenfeldt Cheri A. Young Patricia L. Janes Tony Simons Skip Swerdlow, Wesley S. Roehl Kemal Birdir, Mustafa Tepeci, Asim Saldamli Conrad Lashley Debra Leighton, Richard J. Varey Mark A. Bonn Zeynep Kusluvan, Kurtulus Karamustafa Beth G. Chung, Benjamin Schneider Heather Mallinson, Jane James M. Chris Paxson Wiley J. Sims Rick Lyte, Ed Timmerman W. Terry Umbreit Susan R. Gillet, Romana Morda Fevzi Okumus Conrad Lashley Julie Christensen Hughes Hadyn Ingram, Terry Desombre Eleri Jones, Debbie Keelinga Rachel Davies, Doug Hampson, Graham Attwell, Jenny Hughes Immaculada F. J. Cisneros, Francisco J. Medina, Ines Martinez, Lourdes Munduate Kate Walsh, Cathy A. Enz, Judy A. Siguaw Tom Baum, Jithendran Kokkranikal
1590336305
2003273474
Hospitality industry--Management.
Tourism--Management.
Leisure industry--Management.
TX911.3.M27 / M3244 2003
Includes bibliographical references and index.
Contents List of Tables List of Figures About the Editor Contributors Preface Ch. 1 Characteristics of Employment and Human Resource Management in the Tourism and Hospitality Industry/ Ch. 2 Employee Attitudes and Behaviors and their Roles for Tourism and Hospitality Businesses/ Ch. 3 The Status of Tourism Employment/ Ch. 4 Attitudes of the Young to Careers in Hospitality and Tourism: Review and Recommendations/ Ch. 5 Perceptions and Attitudes of Undergraduate Tourism Students towards Working in the Tourism and Hospitality Industry in a Developing Economy/ Ch. 6 Why Don't Hospitality Students Keep the Faith? A Research Report on Hospitality Students' Commitment to Careers in the Industry/ Ch. 7 Undergraduate Tourism Students' Satisfaction with Student Work Experience and its Impact on their Future Career Intentions: A Case Study/ Ch. 8 Managing Students as a Flexible Labour Resource in Hospitality and Tourism in Central and Eastern Europe and the UK/ Ch. 9 Managing the Service Encounters in Tourism/ Ch. 10 Service Behaviors and Customer Satisfaction/ Ch. 11 The Role of Nonverbal Communication in Service Encoutners/ Ch. 12 Emotional Labor in the Hospitality and Tourism Industry/ Ch. 13 Organizational Citizenship Behavior in the Hospitality and Tourism Industry/ Ch. 14 The Quintessential Relationship: Service Predispositions and Quality Assurance/ Ch. 15 The First Step to Service Excellence in the Global Tourism and Hospitality Environment: Selecting Service-Oriented Personnel/ Ch. 16 Organizational Socialization: Messages, Meanings, and Making Sense/ Ch. 17 Training and Development in Tourism Organizations/ Ch. 18 Motivation Research in Hospitality between 1990 and 2001: A Prescriptive Review of the Literature/ Ch. 19 Managing Job Satisfaction in the Russian Lodging Industry: Cultural Analysis and Implications/ Ch. 20 Job Stress in Hospitality and Tourism Organizations: Sources, Consequences and Management/ Ch. 21 Effective Communication with Employees/ Ch. 22 Managing the Visitor's Experience through Internal Marketing/ Ch. 23 Employee Service Quality Issues: Meeting the Needs of Our Internal Customers/ Ch. 24 Organizational Culture and Its Impacts on Employee Attitudes and Behaviors in Tourism and Hospitality Organizations/ Ch. 25 Constructing a Climate and Culture for Service in the Tourism Industry/ Ch. 26 Managing Employee Cross-cultural Atittudes and Behaviours in Australia's Tourism Industry/ Ch. 27 Organizational Committment in Tourism and Hospitality Organizations/ Ch. 28 Managing Labour Turnover in the Tourism Industry/ Ch. 29 Developing an Organizational Service Orientation among Employees/ Ch. 30 Effective Performance Appraisal Practices to Enhance Organizational Effectiveness in Hospitality and Tourism/ Ch. 31 Effective Leadership in Tourism and Hospitality Organisations in the 21st Century/ Ch. 32 Decision-Making in Tourism and Hospitality Organizations/ Ch. 33 Employee Involvement in Tourism and Related Services/ Ch. 34 The Philosophy, Practice and Promise of Empowerment in the Hospitality Industry/ Ch. 35 Groups, Teams and Teamwork in Tourism and Hospitality/ Ch. 36 Developing Innovation in Tourism and Hospitality Companies: Motivation + Organizational Culture + Knowledge Transfer = Innovation/ Ch. 37 Conflict and Affective Reactions in Tourism Organizations/ Ch. 38 Innovations in Hospitality Human Resources: Cases from the U.S. Lodging Industry/ Ch. 39 Human Resource Development for Competitiveness and Sustainability: A Case Study of Indian Tourism/ Index Salih Kusluvan Salih Kusluvan Roy C. Wood John Tribe, Acolla Lewis Salih Kusluvan, Zeynep Kusluvan Rick A. Fraser Salih Kusluvan, Zeynep Kusluvan, Duygu Eren Rosemary Lucas, Keith Johnson Nick Johns, Jan Mattsson Kathryn Frazer Winsted D. S. Sundaram, Cynthia Webster J. Andrew Morris David L. Turnipseed Darren Lee-Ross Shawn M. Carraher, Jorge Mendoza, Charles E. Carraher, Lyle Schoenfeldt Cheri A. Young Patricia L. Janes Tony Simons Skip Swerdlow, Wesley S. Roehl Kemal Birdir, Mustafa Tepeci, Asim Saldamli Conrad Lashley Debra Leighton, Richard J. Varey Mark A. Bonn Zeynep Kusluvan, Kurtulus Karamustafa Beth G. Chung, Benjamin Schneider Heather Mallinson, Jane James M. Chris Paxson Wiley J. Sims Rick Lyte, Ed Timmerman W. Terry Umbreit Susan R. Gillet, Romana Morda Fevzi Okumus Conrad Lashley Julie Christensen Hughes Hadyn Ingram, Terry Desombre Eleri Jones, Debbie Keelinga Rachel Davies, Doug Hampson, Graham Attwell, Jenny Hughes Immaculada F. J. Cisneros, Francisco J. Medina, Ines Martinez, Lourdes Munduate Kate Walsh, Cathy A. Enz, Judy A. Siguaw Tom Baum, Jithendran Kokkranikal
1590336305
2003273474
Hospitality industry--Management.
Tourism--Management.
Leisure industry--Management.
TX911.3.M27 / M3244 2003
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