Hospitality management and organisational behaviour / / Laurie J. Mullins, Penny Dossor

• Autore: Mullins Laurie J.
• Pubblicazione: Harlow, England : , : Pearson, , 2013
• Edizione: Fifth edition.
• Descrizione fisica: 1 online resource (489 pages) : illustrations
• Disciplina: 647.940683
• Soggetto topico: Hospitality industry - Personnel management; Organizational behavior
• Persona (resp. second.): DossorPenny
• Note generali: Includes index.
• Nota di bibliografia: Includes bibliographical references at the end of each chapters and index.
• 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.
• Sommario/riassunto: Hospitality Management and Organisational Behaviour is an essential text for all hospitality management students which examines the relevance and applications of general management theory and principles to hospitality organisations. Using contemporary material and case studies the book indicates ways in which performance may be improved through better use of human resources. Rigorous academic theory is related to hospitality practice, based on the authors' great knowledge of the hospitality industry. The text takes a vocational basis and the illustration of the theory with real-life examples of hospitality management in action provides a solid and stimulating introduction to the subject. Written by two experts in the Hospitality field, Laurie Mullins and Penny Dossor, this book combines an accessible reading style with current and relevant case studies on a variety of hospitality companies from across the globe. &nbsp.
• Titolo autorizzato: Hospitality management and organisational behaviour
• ISBN: 0-273-75841-1
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910150225303321
• Lo trovi qui: Univ. Federico II