Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention.
Pat Romero has put together a wonderful book with all of the basics of convention management. It is the perfect, grass roots tool for anyone entering or considering entering the hospitality or meeting planning industry.
This new second edition of 'Managing People' provides a practical approach to applying up-to-the-minute management techniques, and is a vital source of information for professionals in the hotel and catering industry responsible for personnel and training
Hospitality Security: Managing Security in Today’s Hotel, Lodging, Entertainment, and Tourism Environment provides experience-based, proven methods for preventing and resolving the challenges faced by today’s hospitality practitioner.
Talk About Travel is an intermediate level course designed for both travelers and workers in the tourism industry. Each of the 20 units deal with important topics such as airlines, hotels, restaurant, and sightseeing.
This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.