Organisational Behaviour & Hospitality Management

Main topics of study:

Introduction:

  • What is Organisational Behaviour?
  • Why Organisational Behaviour in Hotels & Restaurants
  • Why an International Perspective?
  • The Content of the Book
  • Writing Style

Ways of Seeing Organisations:

  • Introduction
  • Reading Organisations
  • What is Organisational Behaviour?
  • Looking at Elephants
  • Management Gurus
  • Learning About Organisational Behaviour
  • Tips for Studying Organisational Behaviour

Ways of Seeing Hospitality Organisations:

  • Introduction
  • Being Hospitable
  • Selling a Service
  • Hotels & Restaurants as Leisure Products
  • Work in Hotels & Restaurants

The Many Faces of Culture:

  • Introduction
  • What is Culture?
  • Uncovering Culture
  • National Cultures
  • Organisational Culture

Motivation, Job Performance & Job Satisfaction:

  • What do People Want from Work?
  • Content Theories of Motivation
  • Process Theories of Motivation
  • Money & Motivation

Groups & Leading Groups:

  • Working with Others
  • How Do Groups Work?
  • Leading the Group
  • How Can Group Working & Leadership Skills be Improved?

Designing Jobs & Organisational Structures:

  • Introduction
  • Enrich or Simplify?
  • The Characteristics of an Enriched Job
  • Against Job Enrichment
  • The Flexible Organization
  • Organisational Structures

Managers & Their Roles:

  • Introduction
  • What Do Managers Do?
  • What Do Hospitality Managers Do?
  • Controversies in Hospitality Management
  • Is Management Changing?
  • Women Managers: Female Travellers in a Male World
  • Travellers in a White World

Serving Customers:

  • How Do You “Manage” a Smile?
  • The Sovereign Customer
  • It’s All an Act
  • The Customer is not Always Right

The Wider Environment:

  • Introduction
  • The Survival of the Fittest
  • Organisations as Instruments of Domination
  • Social Responsibility

Into the Future:

  • Ways of Seeing Organisations
  • Ways of Seeing Hospitality Organisations
  • The Many Faces of Culture
  • Motivation, Job Performance & Satisfaction
  • Groups & Leading Groups
  • Designing Jobs & Organisation Structures
  • Managers & Their Roles
  • Serving the Customer
  • The Wider Environment
  • Final Thoughts