Managing Hospitality Organizations 3/e

Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs. Bob has authored and coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal of Leadership and Organizational Studies, Journal of Convention and Event Tourism, and Journal of Service Management. Currently, he is associate editor of Organizational Dynamics. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing Destination Marketing Organizations, and The Fun Minute Manager. Bob has participated actively in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive, Director of Placement, board member of the HRM and Careers divisions, Division Chair for both its Management History and its Management Education and Development divisions, and as a member and chair of its Ethics Adjudication Committee. Bob has served the Southern Management Association (SMA) in every elective office including that of president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and served on the Destination Marketing Accreditation Program. Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOM's MED, the Richard Hodgett's Distinguished Career Award from Management History, and SMA's Distinguished Service Award and was elected to SMA Fellows. In recognition of his service to hospitality education, Bob was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Research Fellow by the University of Queensland. Michael C. Sturman (Ph.D., Cornell University) is Professor of Human Resource Management in the Rutgers' School of Management and Labor Relations. His research focuses on the prediction of individual job performance over time and the influence of compensation systems. He also examines the use of HR Analytics and Metrics to improve HR decision-making and the return on HR investments. Michael has published research articles in journals such as the Academy of Management Journal, Journal of Applied Psychology, Journal of Management, Organizational Research Methods, and Personnel Psychology. He has also published practitioner-oriented papers in Compensation and Benefits Review, the American Compensation Association Journal, Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, and Lodging HR, and is a presenter in Salary.com's CompX Compensation Education series. Before coming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's College of Business, where he held appointments in the Management Area and the School of Hotel Administration, as well as a courtesy appointment with the School of Industrial and Labor Relations. Michael holds a Ph.D., M.S., and B.S. from Cornell University's School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management. He teaches undergraduate, graduate, and executive courses on human resource management, HR analytics, compensation, and analytical methods.

SECTION 1: HOSPITALITY SERVICE STRATEGY Chapter 1: The Basics of Wow! The Guest Knows Best Chapter 2: Meeting Guest Expectations through Planning Chapter 3: Setting the Scene for the Guest Experience Chapter 4: Developing the Hospitality Culture: Everyone Serves! SECTION 2: HOSPITALITY SERVICE STAFF Chapter 5: Staffing for Service Chapter 6: Training and Developing Employees to Serve Chapter 7: Serving with a Smile: Motivating Exceptional Service Chapter 8: Involving the Guest: the Co-Creation of Value SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM Chapter 9: Communicating for Service Chapter 10: Planning the Service Delivery System Chapter 11: Waiting for Service Chapter 12: Measuring and Managing Service Delivery Chapter 13: Fixing Service Failures Chapter 14: Service Excellence: Leading the Way to Wow!