Hospitality management and organisational behaviour
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| Hauptverfasser: | , |
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow u.a.
Pearson
2013
|
| Ausgabe: | 5. ed. |
| Schriftenreihe: | Always learning
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Hospitality management and organisational behaviour
Autor: Mullins, Laurie J
Jahr: 2013
Contents
About the authors x
Dedication xi
In Acknowledgement and appreciation xii
Acknowledgements xiii
Publisher s acknowledgements xiv
Preface xv
1 Nature and scope of the hospitality industry 1
The scope and size of the hospitality industry 2
What is hospitality? 4
General management theory 9
Hospitality education and research 9
So is the hospitality industry unique? 10
The organisational setting 11
Common factors in organisations 11
Hotel operations and the hospitality industry 12
Organisational and staffing characteristics 15
Distinctive nature of the hotel industry 15
The nature of service industries 18
Service management 22
The open systems model of analysis 24
The customer as the major throughput 25
Environmental influences 28
Analysis of hospitality operations 31
Synopsis 33
Review and discussion questions 34
Assignments 35
Tasks 37
Case study 38
References 40
2 Understanding the nature of the workforce 44
The behaviour of people 45
Influences on behaviour 47
A behavioural science approach 48
The recognition of individuality 50
Personality 51
Emotional labour 53
Stress at work 54
Intelligence 55
Emotional intelligence 56
The process of perception 58
Attitudes 70
The nature of the workforce 73
Meaning of work in people s lives 74
The psychological contract 76
Frustration-induced behaviour 79
An understanding of human nature? 81
An understanding of human behaviour at work 81
Synopsis 82
Review and discussion questions 82
Assignments 83
Case studies 84
References 86
Diversity management 90
The impact of globalisation on the management of people in the hospitality industry 91
Managing diversity 91
Diversity and age 95
The importance of cultural influences 104
Cultural differences in communication 107
The communication process 107
Non-verbal communication and body language 110
Migrant workers 112
Culture shock and cultural adjustment 114
Acculturation, assimilation and retention of international workers 115
Improving cross-cultural skills 117
Working overseas 119
Synopsis 119
Review and discussion questions 120
Assignments 120
Case study 121
References 122
Organisational goals and structure 125
Purpose (goals) 126
Organisational ideologies and philosophy 127
Mission statements 128
Objectives and policy 129
Ethical aspects 132
General and sectional policy 133
The profit motive 134
Other considerations and motivations 134
Multiple performance objectives 135
Corporate social responsibility 136
Corporate social responsibility and the hospitality industry 139
Organisational structure 140
Scientific management 146
Bureaucracy 147
The human relations approach 150
The systems approach 152
The contingency approach 152
Mechanistic and organic organisations 155
Social action theory 158
The flexible organisation 158
Matrix structures 169
Synopsis 175
Review and discussion questions 175
Assignments 176
Case studies 177
Tasks 185
References 185
Defining management 188
The meaning of management 189
The principles and processes of management 192
Common activities of management 195
Managerial roles 197
Applications to the hotel manager 199
Behaviour patterns of managers 200
The differing styles and approaches of management 205
Blake and Mouton Managerial Grid 208
Management by objectives (MBO) 211
The balanced scorecard 213
The attributes and skills of hospitality managers 215
Basic managerial philosophies 218
Synopsis 226
Review and discussion questions 226
Assignments 227
Case study 228
References 232
Nature of leadership 235
The leadership process 239
The study of leadership 241
The qualities or traits theories 241
The functional or group approach 244
Leadership as a behavioural category 248
Styles of leadership 249
The situational approach and contingency models 254
Transformational leadership 260
Inspirational (or visionary) leadership 262
Transcendental (servant) leadership 266
Leadership effectiveness 268
Synopsis 274
Review and discussion questions 275
Assignments 275
Case study 277
Tasks 279
References 279
7 Workforce motivation and involvement 283
The nature of motivation 284
Needs and expectations at work 285
Motivation and job satisfaction 288
Theories of motivation 289
Maslow s hierarchy of needs 290
Alderfer s continuum of needs model 293
Herzberg s two-factor theory 294
McClelland s achievement motivation 297
Paying and motivating hourly workers 299
Process theories of motivation 299
Vroom s expectancy theory 301
The Porter and Lawler expectancy model 302
Practical applications of expectancy theory 304
Equity theory of motivation 305
Goal theory 306
Applications of motivational theories 307
The nature of hospitality work 308
Job satisfaction and job design 313
Restructuring of individual jobs 314
Job enrichment and core job dimensions 316
The concept of empowerment 319
Synopsis 330
Review and discussion questions 331
Assignment 331
Case study 332
References 333
8 Managing through groups and teams 337
The nature of work groups 338
Differences between groups and teams 338
Group values and norms of behaviour 342
Developing effective groups 343
Membership of the group 344
Groups in organisations 345
Group development and maturity 346
Formal and informal groups 348
The need for teamwork 351
Social identity theory 355
Potential disadvantages of cohesive groups 356
The performance of groups 358
Channels of communication in groups 360
Membership of successful teams 362
Role relationships 363
Role stress 369
Behaviour of individuals in groups 370
Skills of effective teamwork 372
Building successful teams 374
Virtual teams 378
Management and communication skills 379
Cultural diversity in teams 380
Synopsis 381
Review and discussion questions 382
Assignments 382
Case study 385
Appendix 1 388
References 392
9 Managing challenging situations 396
Conflict 397
Organisational stress 404
Managing challenging situations in the hospitality industry 411
Challenging issues 412
Bullying 414
Control 416
Synopsis 424
Review and discussion questions 425
Case studies 426
References 429
10 Managing the changing environment 432
Organisational effectiveness 433
Organisational development 434
Organisational culture 436
The importance of culture 443
Organisational performance 447
The management of change 458
Technology and change 460
Planned organisational change 461
Resistance to change 461
The future 468
Synopsis 468
Review and discussion questions 469
Assignments 470
Case studies 471
References 474
Index 477
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| discipline | Wirtschaftswissenschaften |
| edition | 5. ed. |
| format | Book |
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| id | DE-604.BV041108316 |
| illustrated | Illustrated |
| indexdate | 2024-12-24T03:23:04Z |
| institution | BVB |
| isbn | 9780273758372 9780273781127 |
| language | English |
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| owner_facet | DE-1050 DE-2070s |
| physical | XVII, 489 S. graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Pearson |
| record_format | marc |
| series2 | Always learning |
| spellingShingle | Mullins, Laurie J. Dossor, Penny Hospitality management and organisational behaviour Gastgewerbe (DE-588)4259231-8 gnd Führung (DE-588)4018776-7 gnd |
| subject_GND | (DE-588)4259231-8 (DE-588)4018776-7 |
| title | Hospitality management and organisational behaviour |
| title_auth | Hospitality management and organisational behaviour |
| title_exact_search | Hospitality management and organisational behaviour |
| title_full | Hospitality management and organisational behaviour Laurie J. Mullins ; Penny Dossor |
| title_fullStr | Hospitality management and organisational behaviour Laurie J. Mullins ; Penny Dossor |
| title_full_unstemmed | Hospitality management and organisational behaviour Laurie J. Mullins ; Penny Dossor |
| title_short | Hospitality management and organisational behaviour |
| title_sort | hospitality management and organisational behaviour |
| topic | Gastgewerbe (DE-588)4259231-8 gnd Führung (DE-588)4018776-7 gnd |
| topic_facet | Gastgewerbe Führung |
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