Does your staff deliver the highest quality service possible?Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and si...

This lively and engaging new book addresses a topical and important area of study. Helping readers not only to understand, but also to apply, the most important theoretical notions on identity, identification, reputation and corporate branding, it illustrates how communicating with a company’s key audience depends upon all of the company’s internal and external communication.The authors, leading experts in this field, provide students of corporate communication with a research-base...

Armstrong's Essential Human Resource Management Practice provides a complete overview of the practices and processes fundamental to managing people. The text provides a thorough introduction to the core areas of HR including: people resourcing, performance management, learning and development and rewarding people. It also examines the contribution of HR to organizational aims and objectives and how it is integrated within the business. The book is accompanied by o...

"Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry."- Peter Lugosi, Oxford School of Hospitality Management"This text is a fascinating read... Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book."- Erwin Losekoot, Auckland University of T...

The whole landscape of space use is undergoing a radical transformation. In the workplace a period of unprecedented change has created a mix of responses with one overriding outcome observable worldwide: the rise of distributed space. In the learning environment the social, political, economic and technological changes responsible for this shift have been further compounded by constantly developing theories of learning and teaching, and a wide acceptance of the importance of learning as th...

Implementing change is a major business challenge. Is your leadership up to the task?With change initiatives failing so frequently despite many books on the market addressing separately the topics of leadership and change management, Developing Change Leaders tackles in one concise volume the all-important question of how to develop effective change leaders who make a difference to organizational life.Providing the detailed practical guidan...

Clear, concise, and written by experts currently lecturing in the field, Organizational Behaviour focuses exclusively on what you need to know for success in your business course and today's global economy.For a focused view of organizational behaviour, this is the book for you. The concise, accessible style makes this the perfect text for introductory courses covering organizations and is well suited to international students. This innovative textbook features:

This popular textbook gives students a practical understanding of the broad range of skills they will need during the course of their studies and throughout their youth work career.Topics covered include:- Reaching out to young people- Developing young people′s participation- Working in different settings- Bringing young people together- Practice placementsThe new edition will be essential reading for all foundation and undergraduate ...

Social media is fundamentally changing the way travellers and tourists search, find, read and trust, as well as collaboratively produce information about tourism suppliers and tourism destinations. Presenting cutting-edge theory, research and case studies investigating Web 2.0 applications and tools that transform the role and behaviour of the new generation of travellers, this book also examines the ways in which tourism organisations reengineer and implement their business models and ope...

This handbook consists of 19 chapters that critically review mainstream hospitality marketing research topics and set directions for future research efforts. Internationally recognized leading researchers provide thorough reviews and discussions, reviewing hospitality marketing research by topic, as well as illustrating how theories and concepts can be applied in the hospitality industry. The depth and coverage of each topic is unprecedented. A must-read for hospitality researchers and edu...

International Human Resource Development provides thought-provoking questions and stimulating answers to key issues in human resource development today, putting HRD in its strategic organizational context and examining in depth the process of learning from different perspectives.This third edition provides a thorough exploration of international human resource development, and has been completely updated and revised with a variety of case studies and contributions ...

Entrepreneurship means different things to different people, but the entrepreneurial personality is a critical success factor to any new business. These traits are also increasingly in great demand at established multinational corporations.This groundbreaking textbook differs from its competitors by placing an emphasis both on the core processes and practices of entrepreneurship, as well as demonstrating the impact of complex, local environments in shaping the processes of entrepre...