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9780132536752

Human Resource Management

by ;
  • ISBN13:

    9780132536752

  • ISBN10:

    0132536757

  • Format: Paperback
  • Copyright: 1998-01-01
  • Publisher: Pearson College Div
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List Price: $102.80

Summary

Human Resource Management: A Customer Oriented Approachaddresses the needs of human resource management in the hospitality industry. Drawn from industry research and developments in real organizations, the book presents a comprehensive and practical discussion of the human resource issues unique to the hospitality industry.Dedicated to identifying and addressing customer needs, developing outstanding service, and maintaining total quality service; the book presents the role of HRM activities and provides applications of those functions to improving service, productivity, and profit. It presents total quality management in a practical manner so readers can apply these ideas in the workplace. And it emphasizes diversity, ethics, discrimination, and the ways hospitality managers address these issues.A valuable reference for any manager in a hospitality business seeking to improve the functioning of that organization.

Table of Contents

Part One Introduction 1(26)
Chapter One Contemporary Issues in Human Resource Management
3(24)
Part Two Understanding Yourself 27(128)
Chapter Two Who Are You?
29(34)
Chapter Three Communicating Effectively
63(30)
Chapter Four Effectively Managing Change and Conflict
93(30)
Chapter Five Developing Your Decision-Making Skills
123(32)
Part Three Understanding Human Resource Management 155(126)
Chapter Six Recruiting, Selecting, and Orienting Associates
157(32)
Chapter Seven Training, Developing, and Appraising Associates
189(30)
Chapter Eight Motivating Associates
219(28)
Chapter Nine Creative Effective Associate Relations
247(34)
Part Four Understanding Customers 281(116)
Chapter Ten Identifying and Addressing Customer Needs
283(30)
Chapter Eleven Understanding the International Customer
313(28)
Chapter Twelve Developing Outstanding Service
341(24)
Chapter Thirteen Maintaining Total Quality Service
365(32)
Part Five Horizons 397
Chapter Fourteen Future Challenges
399(32)
Chapter Fifteen Developing an Effective Career Plan
431

Supplemental Materials

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