Organizational Behaviour in Hotels and

Students studying hospitality management, hotel management or hotel and catering management at degree level will find this book an invaluable guide to the subject. Students studying for degrees in tourism management, leisure management and retail management will also find much in this book which is of relevance and interest to them.

Yvonne Guerrier, Professor of Hotel Management, South Bank University, London, UK

Acknowledgements

ix

Introduction

1

(8)

What is organizational behaviour?

1

(1)

Why organizational behaviour in hotels and restaurants?

2

(1)

Why an international perspective?

3

(2)

The content of the book

5

(2)

Writing style

7

(2)

Ways of seeing organizations

9

(28)

Introduction

9

(2)

Reading organizations

11

(2)

What is organizational behaviour?

13

(7)

Looking at elephants

20

(2)

Management gurus

22

(1)

Learning about organizational behaviour

23

(3)

Tips for studying organizational behaviour

26

(6)

Summary

32

(1)

The next stage

33

(2)

Further reading

35

(2)

Ways of seeing hospitality organizations

37

(30)

Introduction

37

(2)

Being hospitable

39

(5)

Selling a service

44

(4)

Hotels and restaurants as leisure products

48

(5)

Work in hotels and restaurants

53

(7)

Summary

60

(2)

The next stage

62

(3)

Further reading

65

(2)

The many faces of culture

67

(32)

Introduction

68

(1)

What is culture?

69

(2)

Uncovering culture

71

(3)

National cultures

74

(10)

Organizational culture

84

(9)

Summary

93

(2)

The next stage

95

(2)

Further reading

97

(2)

Motivation, job performance and job satisfaction

99

(26)

What do people want from work?

99

(2)

Content theories of motivation

101

(8)

Process theories of motivation

109

(10)

Money and motivation

119

(1)

Summary

120

(1)

The next stage

121

(2)

Further reading

123

(2)

Groups and leading groups

125

(30)

Working with others

125

(1)

How do groups work?

126

(9)

Leading the group

135

(13)

How can group working and leadership skills be improved?

148

(1)

Summary

149

(2)

The next stage

151

(2)

Further reading

153

(2)

Designing jobs and organizational structures

155

(27)

Introduction

155

(1)

Enrich or simplify?

156

(1)

The characteristics of an enriched job

157

(7)

Against job enrichment

164

(3)

The flexible organization

167

(6)

Organizational structures

173

(3)

Summary

176

(2)

The next stage

178

(2)

Further reading

180

(2)

Managers and their roles

182

(29)

Introduction

182

(1)

What do managers do?

183

(1)

What do hospitality managers do?

184

(1)

Controversies in hospitality management

185

(7)

Is management changing?

192

(6)

Women managers: female travellers in a male world

198

(4)

Travellers in a white world

202

(1)

Summary

203

(1)

The next stage

204

(2)

Further reading

206

(2)

Appendix: Controversies in hospitality management

208

(3)

Serving customers

211

(27)

How do you ``manage'' a smile?

211

(3)

The sovereign customer

214

(6)

It's all an act

220

(10)

The customer is not always right

230

(3)

Summary

233

(2)

The next stage

235

(2)

Further reading

237

(1)

The wider environment

238

(18)

Introduction

239

(1)

The survival of the fittest

239

(6)

Organizations as instruments of domination

245

(4)

Social responsibility

249

(3)

Summary

252

(1)

The next stage

253

(2)

Further reading

255

(1)

Into the future

256

(13)

Ways of seeing organizations

256

(2)

Ways of seeing hospitality organizations

258

(2)

The many faces of culture

260

(2)

Motivation, job performance and satisfaction

262

(1)

Groups and leading groups

263

(1)

Designing jobs and organization structures

264

(1)

Managers and their roles

265

(2)

Serving the customer

267

(1)

The wider environment

267

(1)

Final thoughts

268

(1)

Bibliography

269

(11)

Index

280

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Organizational Behaviour in Hotels and Restaurants An International Perspective

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Organizational Behaviour in Hotels and Restaurants An International Perspective

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Author Biography

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