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Human Resource Management: A Customer-Oriented Approach de Diann R. Newman

Human Resource Management: A Customer-Oriented Approach

Autor Diann R. Newman, Richard M. Hodgetts
en Limba Engleză Paperback – 25 iun 1997
Appropriate for courses in Human Resource Management (HRM) taught in both Hospitality and Business Schools.
This is the first text that introduces human resource management in the hospitality industry. It presents a comprehensive and practical discussion of the current human resource issues unique to success in that specialized service business. The text is based on facts drawn from industry research studies and current developments in hospitality organizations.
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Specificații

ISBN-13: 9780132536752
ISBN-10: 0132536757
Pagini: 471
Dimensiuni: 178 x 235 x 24 mm
Greutate: 1.4 kg
Ediția:1
Editura: Pearson Education
Colecția Prentice Hall
Locul publicării:Upper Saddle River, United States

Cuprins

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.

Caracteristici

  • The text is divided into three areas: personal insights, HRM functions, and customer understanding. These three areas are critical, because students will need to understand their own personality, communication styles, and decision-making approaches in order to be successful. Pg.___
  • Presents the role and function of HRM activities including recruiting, screening, testing, hiring, training, developing, and motivating. Pg.___
  • Discusses applications of HRM functions to improve service, productivity, and profit. Pg.___
  • The final third of the book is dedicated to identifying and addressing customer needs, developing outstanding service, and maintaining total quality service. Pg.___
  • Focuses on the diverse and changing needs of multinational customers. Pg.___
  • Presents total quality management concepts including cause-and-effect diagrams, flowcharts, and cross-training in a practical, hands-on manner so that students can apply these ideas in the workplace. Pg.___
  • Provides a complete and up-to-date section on future challenges emphasizing diversity, ethics, discrimination, and the ways in which today's hospitality managers will have to address these challenges. Pg.___
  • Includes an entire chapter containing thorough and practical guidelines to help students develop effective career plans. Pg.___
  • Incorporates several pedagogical and teaching aids throughout the text: Pg.___
    • Self-feedback exercises at the end of each chapter provide students with an opportunity to apply the information and to gain personal insights into HRM-related/hospitality activities such as leadership style, right brain/left brain orientation, personal use of power, and personal work ethics. Pg.___
    • Each chapter contains a list of objectives at the beginning and a list of key terms at the end. Pg.___