Managing employee attitudes and behaviors in the tourism and hospitality industry / Salih Kusluvan, editor.

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