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Powell's Q&A, Q&A | December 10, 2009

Sam Stephenson: IMG Powell's Q&A: Sam Stephenson

0 comments By Sam Stephenson

Describe your latest book/project/work. I've been studying the life and work of photographer W. Eugene Smith for 13 years. My first book (Dream... Continue »
  1. $28.00 Sale Hardcover add to wish list

    The Jazz Loft Project: Photographs and Tapes of W. Eugene Smith from 821 Sixth Avenue, 1957-1965

    Sam Stephenson and W. Eugene Smith

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Human Resource Management: A Customer-Oriented Approach

by Diann Newman

Human Resource Management: A Customer-Oriented Approach Cover

Synopses & Reviews

Publisher Comments:

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.

Book News Annotation:

A text on human resource management in the hospitality industry, covering communication and decision making, human resource management activities, and the role and importance of customers. Covers recruiting and selecting associates, motivation, the international customer, total quality service, and developing an effective career plan. Learning features include chapter summaries, key terms, review and application questions, self-feedback exercises, cases with questions, and answers.
Annotation c. Book News, Inc., Portland, OR (booknews.com)

Synopsis:

A text on human resource management in the hospitality industry, covering communication and decision making, human resource management activities, and the role and importance of customers. Covers recruiting and selecting associates, motivation, the international customer, total quality service, and
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Table of Contents

I. INTRODUCTION.
 1. Contemporary Issues in Human Resource Management.

II. UNDERSTANDING YOURSELF.

 2. Who Are You?

 3. Communicating Effectively.

 4. Effectively Managing Change and Conflict.

 5. Developing Your Decision-Making Skills.

III. UNDERSTANDING HUMAN RESOURCE MANAGEMENT.

 6. Recruiting, Selecting, and Orienting Associates.

 7. Training, Developing, and Appraising Associates.

 8. Motivating Associates.

 9. Creating Effective Associate Relations.

IV. UNDERSTANDING CUSTOMERS.

10. Identifying and Addressing Customer Needs.

11. Understanding the International Customer.

12. Developing Outstanding Service.

13. Maintaining Total Quality Service.

V. HORIZONS.

14. Future Challenges.

15. Developing an Effective Career Plan.

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Product Details

ISBN:
9780132536752
Subtitle:
A Customer-Oriented Approach
With:
Hodgetts, Richard M.
Author:
Newman, Diann
Author:
Newman, Diann R.
Author:
Hodgetts, Richard M.
Publisher:
Prentice Hall
Location:
Upper Saddle River, N.J. :
Subject:
General
Subject:
United states
Subject:
Human Resources & Personnel Management
Subject:
Vocational Guidance
Subject:
Education and guidance
Subject:
Personnel management
Subject:
Personnel management -- United States -- Case studies.
Subject:
Hospitality, Travel & Tourism
Subject:
Personnel management -- United States.
Copyright:
1998
Edition Description:
Includes bibliographical references and indexes.
Publication Date:
June 1997
Binding:
Hardcover
Grade Level:
College/higher education:
Language:
English
Illustrations:
Yes
Pages:
471
Dimensions:
9.59x7.20x.96 in. 1.87 lbs.
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