| Autore |
Mullins Laurie J.
|
| Edizione | [Fifth edition.] |
| Pubbl/distr/stampa |
Harlow, England : , : Pearson, , 2013
|
| Descrizione fisica |
1 online resource (489 pages) : illustrations
|
| Disciplina |
647.940683
|
| Soggetto topico |
Hospitality industry - Personnel management
Organizational behavior
|
| ISBN |
0-273-75841-1
|
| Formato |
Materiale a stampa  |
| Livello bibliografico |
Monografia |
| Lingua di pubblicazione |
eng
|
| Nota di contenuto |
Cover -- Title -- Copyright -- Contents -- About the authors -- Dedications -- In acknowledgement and appreciation -- Acknowledgements -- Publisher's acknowledgements -- Preface -- 1 Nature and scope of the hospitality industry -- The scope and size of the hospitality industry -- What is hospitality? -- General management theory -- Hospitality education and research -- So is the hospitality industry unique? -- The organisational setting -- Common factors in organisations -- Hotel operations and the hospitality industry -- Organisational and staffing characteristics -- Distinctive nature of the hotel industry -- The nature of service industries -- Service management -- The open systems model of analysis -- The customer as the major throughput -- Environmental influences -- Analysis of hospitality operations -- Synopsis -- Review and discussion questions -- Assignments -- Tasks -- Case study -- References -- 2 Understanding the nature of the workforce -- The behaviour of people -- Influences on behaviour -- A behavioural science approach -- The recognition of individuality -- Personality -- Emotional labour -- Stress at work -- Intelligence -- Emotional intelligence -- The process of perception -- Attitudes -- The nature of the workforce -- Meaning of work in people's lives -- The psychological contract -- Frustration-induced behaviour -- An understanding of human nature? -- An understanding of human behaviour at work -- Synopsis -- Review and discussion questions -- Assignments -- Case studies -- References -- 3 Diversity management -- The impact of globalisation on the management of people in the hospitality industry -- Managing diversity -- Diversity and age -- The importance of cultural influences -- Cultural differences in communication -- The communication process -- Non-verbal communication and body language -- Migrant workers.
Culture shock and cultural adjustment -- Acculturation, assimilation and retention of international workers -- Improving cross-cultural skills -- Working overseas -- Synopsis -- Review and discussion questions -- Assignments -- Case study -- References -- 4 Organisational goals and structure -- Purpose (goals) -- Organisational ideologies and philosophy -- Mission statements -- Objectives and policy -- Ethical aspects -- General and sectional policy -- The profit motive -- Other considerations and motivations -- Multiple performance objectives -- Corporate social responsibility -- Corporate social responsibility and the hospitality industry -- Organisational structure -- Scientific management -- Bureaucracy -- The human relations approach -- The systems approach -- The contingency approach -- Mechanistic and organic organisations -- Social action theory -- The flexible organisation -- Matrix structures -- Synopsis -- Review and discussion questions -- Assignments -- Case studies -- Tasks -- References -- 5 Defining management -- The meaning of management -- The principles and processes of management -- Common activities of management -- Managerial roles -- Applications to the hotel manager -- Behaviour patterns of managers -- The differing styles and approaches of management -- Blake and Mouton Managerial Grid -- Management by objectives (MBO) -- The balanced scorecard -- The attributes and skills of hospitality managers -- Basic managerial philosophies -- Synopsis -- Review and discussion questions -- Assignments -- Case study -- References -- 6 Nature of leadership -- The leadership process -- The study of leadership -- The qualities or traits theories -- The functional or group approach -- Leadership as a behavioural category -- Styles of leadership -- The situational approach and contingency models -- Transformational leadership.
Inspirational (or visionary) leadership -- Transcendental (servant) leadership -- Leadership effectiveness -- Synopsis -- Review and discussion questions -- Assignments -- Case study -- Tasks -- References -- 7 Workforce motivation and involvement -- The nature of motivation -- Needs and expectations at work -- Motivation and job satisfaction -- Theories of motivation -- Maslow's hierarchy of needs -- Alderfer's continuum of needs model -- Herzberg's two-factor theory -- McClelland's achievement motivation -- Paying and motivating hourly workers -- Process theories of motivation -- Vroom's expectancy theory -- The Porter and Lawler expectancy model -- Practical applications of expectancy theory -- Equity theory of motivation -- Goal theory -- Applications of motivational theories -- The nature of hospitality work -- Job satisfaction and job design -- Restructuring of individual jobs -- Job enrichment and core job dimensions -- The concept of empowerment -- Synopsis -- Review and discussion questions -- Assignment -- Case study -- References -- 8 Managing through groups and teams -- The nature of work groups -- Differences between groups and teams -- Group values and norms of behaviour -- Developing effective groups -- Membership of the group -- Groups in organisations -- Group development and maturity -- Formal and informal groups -- The need for teamwork -- Social identity theory -- Potential disadvantages of cohesive groups -- The performance of groups -- Channels of communication in groups -- Membership of successful teams -- Role relationships -- Role stress -- Behaviour of individuals in groups -- Skills of effective teamwork -- Building successful teams -- Virtual teams -- Management and communication skills -- Cultural diversity in teams -- Synopsis -- Review and discussion questions -- Assignments -- Case study -- Appendix 1 -- References.
9 Managing challenging situations -- Conflict -- Organisational stress -- Managing challenging situations in the hospitality industry -- Challenging issues -- Bullying -- Control -- Synopsis -- Review and discussion questions -- Case studies -- References -- 10 Managing the changing environment -- Organisational effectiveness -- Organisational development -- Organisational culture -- The importance of culture -- Organisational performance -- The management of change -- Technology and change -- Planned organisational change -- Resistance to change -- The future -- Synopsis -- Review and discussion questions -- Assignments -- Case studies -- References -- Index.
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| Record Nr. | UNINA-9910150225303321 |
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Ethikmanagement im Krankenhaus : Unternehmens- und Wertekultur als Erfolgsfaktor für das KrankenhausMit einem Geleitwort von Heinz Lohmann / / Karl-Heinz Wehkamp and Kai Wehkamp
