Human Resource Management: A Customer Oriented Approach addresses 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.
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Human Resource Management: A Customer Oriented Approach addresses 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.
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3.0 out of 5 stars
Not sufficiently oriented to managers' immediate problems,
By A Customer
This review is from: Human Resource Management: A Customer-Oriented Approach (Paperback)
Authors have done something different with their involvment of the student with the text through the "feedback exercises". These are not only fun, but provide fine topics for class discussion. I found the text did not get into the nitty-gritty problems confronting small business managers or chain unit managers. A usable text book, but the instructor had better bring a wealth of practical experience to the party.
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