To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive.

Managing Service, Education and Knowledge Management in the Knowledge Economic Era contains papers that were originally presented at the 2016 International Congress on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2016), held 8-9 October 2016 & 20-21 October 2016, in Jakarta, Indonesia & at the Vladimir State University, Vladimir, Russia. The contributions deal with various interdisciplinary research topics, particularly in the fields of social sciences, education, economics and arts. The papers focus especially on such topics as language, cultural studies, economics, behavior studies, political sciences, media and communication, psychology and human development. These proceedings should be of interest to academics and professionals in the wider field of social sciences, including disciplines such as education, psychology, tourism and knowledge management.

Leisure and food seem to be a natural fit, but the recent, unprecedented focus on all aspects of food has not been reflected in the field of leisure studies. This book is the first to combine these vital aspects of human interest by exploring the interface between leisure and food in a number of areas. For example, it examines sports nutrition products, which straddle the boundary between junk and food. It also looks into hosting sustainable meals, and what eaters can learn about sustainable food choices and food citizenship. It visits ethnic restaurants and inquires about the authenticity of eatertainment experiences from both the supply and demand side. And it takes up gardening, while investigating questions of food security, social capital, gardening narratives and the role of place. The book concludes with a dynamic reflection that sums up these leisure and food practices and sites, and challenges us to continue these debates. This book was published as a special issue of Leisure/Loisir.

Hospitality is an industry characterised by its complex nature and numerous sectors including hotels, hostels, B&Bs, restaurants, pubs, nightclubs and contract catering. However, despite its segmentation, there are key issues that are pertinent to all subsectors. The Routledge Handbook of Hospitality Management adopts a strategic approach and explores and critically evaluates current debates, issues and controversies to enable the reader to learn from the industry's past mistakes as well as future opportunities. Especially relevant at a time when many sectors of the industry have to re - evaluate and reinvent themselves in response to the economic downturn the Handbook brings together specialists from both industry and academia and from a range of geographical regions to provide state-of-the-art theoretical reflection and empirical research. Each of the five inter related sections explores and evaluates issues that are of extreme importance to hospitality organisations, many of which have not been adequately explored before: external and internal customers, debates surrounding finance, uncertainty risk and conflict, sustainability, and e-Hospitality and Technology. This book is an invaluable resource for all those with an interest in hospitality, encouraging dialogue across disciplinary boundaries and areas of study. It is essential reading for students, researchers & academics and managers of Hospitality as well as those of Tourism, Events, Marketing, and Business Management.

Hydrocolloids are among the most commonly used ingredients in the food industry. They function as thickeners, gelling agents, texturizers, stabilizers, and emulsifiers, and have applications in the areas of edible coatings and flavor release. This book More Cooking Innovations: Novel Hydrocolloids for Special Dishes completes the very demanding task begun with our previous book: "Cooking Innovations, Using Hydrocolloids for Thickening, Gelling and Emulsification" of covering all hydrocolloids that are or will be very useful and important in the kitchen. Together, these books provide a complete picture of hydrocolloid use in foods, both in the kitchen and for food technologists and academics. The book includes several very important hydrocolloids, among them: chitin and chitosan, gum karaya, gum tragacanth, and milk proteins. Additional chapters comprise unique hydrocolloids which, in our opinion, will not only be used in future cooking (by both amateur cooks and professional chefs), but can pave the way to new and fascinating recipes and cooking techniques. The book also discusses novel hydrocolloids-the "where, why, and when" as well as future ideas for hydrocolloid processing and cooking. This book therefore describes more cooking innovations, and completes the list of hydrocolloids that are now, or will be used in kitchens and cooking for years to come.

This fully updated and expanded second edition of Human Resource Management examines the role of human resource management in the hospitality and tourism industry. The subject is approached from four perspectives: * the social psychology of managing people * the economics of labour * the practical techniques * strategy. The author argues that labour costs, labour utilisation, labour market behaviour and pay are inseparable from the skills of managing people. The book contains an important analysis of the labour market for this industry and now, in its second edition includes, among others, chapters on attitude measurement, customer-employee relations, questionnaire design and organizational change. Human Resource Management in the Hospitality and Tourism Industry is written in a clear, user-friendly style and offers a challenging view of the subject and an opportunity to learn an important aspect of management in an applied context. It is appropriate for degree level students and practitioners in the industry.

There is increasing public and academic interest in local and sustainable foods and food tourism. These interests have been reflected in such diverse elements as the growth of farmers markets, green restaurants, food miles, crabon and sustainability labelling, concerns over food supply and security, Slow Food, Fair Trade, and a desire to buy and 'eat locally'. Food related hospitality and tourism is integral to this process because of the way in which it simultaneously acts to globalise and localise food consumption and create new foodways and commodity chains. This book therefore aims to provide an integrated understanding of the contemporary interest in food and food tourism through the use of an international collection of illustrative case study chapters as well as the provision of a novel integrative framework for the book, a sustainable culinary system. This is the first volume to examine the concept of sustainable culinary systems, particularly with specific reference to tourism and hospitality. Divided into two parts, firstly the notion of the local is explored, reflecting the increased interest in the championing of local food production and consumption. Secondly treatment of sustainability in food and food tourism and hospitality in settings that reach beyond the local in a business and socio-economic sense is reviewed. The book therefore, reflects much of the contemporary public interest in the conscious or ethical consumption and production food, as well as revealing the inherent tensions between local and broader goals in both defining and achieving sustainable culinary systems and the environmental, social and economic implications of food production and consumption. This book provides the reader with an integrated approach to understanding the subject of how culinary systems may be made more sustainable and will be valuable reading to all those interested in sustainable food and food tourism.

Advances in Hospitality and Leisure delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism. It provides a platform to galvanize thoughts on contemporary issues and merging trends essential to theory advancement as well as professional practices from a global perspective. The focus is to transcend the innovative methods of inquiry so as to inspire new research topics that are vital and have been in large neglected. All volumes are keen to address the needs of the populace having interests in disseminating ideas, concepts and theories derived from scholarly investigations. Potential readers may retrieve useful texts to outline new research agendas, suggest viable topics for a dissertation work, and augment the knowledge of the subjects of interest.

Basic Management Accounting for the Hospitality Industry uses a step by step approach to enable students to independently master the field.This second edition contains many new themes and developments, including: the essence of the International Financial Reporting Standards (IFRS) integration of the changes caused by the evolution of the Uniform System of Accounts for the Lodging Industry (USALI) the extension of price elasticity of demand, and addition of income and cross elasticities the addition of break-even time (BET) as an additional method of analysing capital investments Up-to-date and comprehensive coverage, this textbook is essential reading for hospitality management students. Additional study and teaching materials can be found on www.hospitalitymanagement.noordhoff.nl

Cruise Operations Management: Hospitality Perspectives offers a comprehensive and contextualised overview of hospitality services for the cruise industry. As well as providing a background to the cruise industry, it also looks deeper into the management issues, providing a practical guide for students and professionals alike. Since the last edition of this book was published, there have been many important developments in the industry. This third edition has been updated to include: New content on: health, safety and security, sustainability, environmental impacts of cruise operations, changing and emerging markets, professionalism and talent management, innovation and digital technologies A new chapter on 'Leadership in the cruise industry' New international case studies throughout to provide a real-world insight into the industry Additional online resources, including PowerPoint slides for instructors and student quizzes to test knowledge This comprehensive, accessible and engaging text is essential reading for all those seeking to study cruise operations management whether for academic or vocational reasons.

* Fully developed case studies all with theoretical underpinning and clear learning outcomes. * Teaching notes accompany all cases which specify teaching methods to be adopted for effective use in the classroom. * Teaching Instructions and Lesson Plans provide which offer a step-by-step teaching process, how students should be organized, information to be provided, the questions to be raised, and suggested assignments. A comprehensive collection of fully developed case studies of event management and event tourism main areas, including human resources, leadership, marketing, strategy, operations, stakeholder management, and evaluation, all written by international experts. The cases mirror the practices and challenges in the event management industry across the globe - in different regional contexts and cultures - integrating theory with functional and operational perspectives. All are accompanied with teaching notes that explain learning outcomes, theoretical underpinnings, teaching methods, and provide detailed learning activities, questions and tools for analysis and guided assignments. Cases For Event Management and Event Tourism is a must have collection for all those studying and teaching event management nad event tourism. It contextualizes understanding and provides a real-life perspective on the theory, models and best practice in the industry. Part of the Event Management Theory and Methods Series. This series examines the extent to which mainstream theory is being employed to develop event-specific theory, and to influence the very core practices of event management and event tourism. They introduce the theory, show how it is being used in the events sector through a literature review, incorporate examples and case studies written by researchers and/or practitioners, and contain methods that can be used effectively in the real world. With online resource material, this mix-and-match collection is ideal for lecturers who need theoretical foundations and case studies for their classes, by students in need of reference works, by professionals wanting increased understanding alongside practical methods, and by agencies or associations that want their members and stakeholders to have access to a library of valuable resources. Series editor: Donald Getz PhD., Professor Emeritus, University of Calgary, Canada.

In recent years there has been a growing interest in the study of hospitality as a social phenomenon. This interest has tended to arrive from two communities. The first comprises hospitality academics interested in exploring the wider meanings of hospitality as a way of better understanding guest and host relations and its implications for commercial settings. The second comprises social scientists using hosts and guests as a metaphor for understanding the relationship between host communities and guests as people from outside the community - migrants, asylum seekers and illegal immigrants. The Routledge Handbook of Hospitality Studies encourages both the study of hospitality as a human phenomenon and the study for hospitality as an industrial activity embracing the service of food, drink and accommodation. Developed from specifically commissioned original contributions from recognised authors in the field, it is the most up-to-date and definitive resource on the subject. The volume is divided into four parts: the first looks at ways of seeing hospitality from an array of social science disciplines; the second highlights the experiences of hospitality from different guest perspectives; the third explores the need to be hospitable through various time periods and social structures, and across the globe; while the final section deals with the notions of sustainability and hospitality. This handbook is interdisciplinary in coverage and is also international in scope through authorship and content. The 'state-of-the-art' orientation of the book is achieved through a critical view of current debates and controversies in the field as well as future research issues and trends. It is designed to be a benchmark for any future assessment of the field and its development. This handbook offers the reader a comprehensive synthesis of this discipline, conveying the latest thinking, issues and research. It will be an invaluable resource for all those with an interest in hospitality, encouraging dialogue across disciplinary boundaries and areas of study.

Advances in Hospitality and Leisure delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism. It provides a platform to galvanize thoughts on contemporary issues and merging trends essential to theory advancement as well as professional practices from a global perspective. The main focus of this journal is to transcend the innovative methods of inquiry so as to inspire new research topics that are vital and have been in large neglected. This journal is keen to address the needs of the populace having interests in disseminating ideas, concepts and theories derived from scholarly investigations. Potential readers may retrieve useful texts to outline new research agendas, suggest viable topics for a dissertation work, and augment the knowledge of the subjects of interest.

Grape wine has been produced for at least 4,000 years, having been aged, stored and transported in every conceivable type of vessel. Its seductiveness has been enhanced by this packaging: primarily three strikingly different containers - amphorae, wooden barrels and glass bottles. Henry H. Work brings extensive wine experience as a cooper, working with wine barrels and living in California's Napa Valley to provide a richly detailed and vivid account of wine containers through the ages. This book delves into the history, evolution, and present use of containers, vessels, and stoppers; from animal skin sacks to barrels, from glass bottles to upstart packaging such as wine casks, and even aluminium cans. It considers the advantages and weaknesses of their construction, designs and labels, methods of shipment and storage, as well as their impact on marketing wine to customers. This is an enlightening and innovative read which draws on the most current archaeological research, scientific data and wine business trends. It is richly peppered throughout with the author's own visits to many of the locations explored in the book, bringing history to life. This book will appeal to individuals within the wine industry, undergraduates in the fields of history, archaeology, food and hospitality, as well as all people interested in wine.

Environmental Management for Hotels is a textbook for hospitality students that covers the relatively new field of environmental management. The reader is guided in how to make decisions which allow hotels to obtain optimum benefits for the environment whilst not threatening their own financial viability. Students are given an understanding of both the concepts and practical implications of environmental challenges relating to hotels. The case study material incorporated ties in theory with real life, and provides an international context. The text emphasizes supervisory issues which relate to the management of hospitality operations in ways which are sensitive to the impact on the environment. The main areas of environmental management featured are: *water *energy *the indoor environment *materials and waste.

Improve your hospitality and tourism research abilities with this impressive collection of research methods! The Practice of Graduate Research in Hospitality and Tourism assists you in gaining insight into different facets of research design, conceptual development, research methods, and conclusions drawn from research in hospitality and tourism. As a professional, researcher, or graduate student in the hospitality and tourism field, you will benefit from this collection of chapters that represent examples of research trials conducted by graduate students in hospitality and tourism and are selected on the basis of the originality of the students'concepts, research methods, and interest of the work to graduate students. This informative volume will provide you and your students with up-to-date and effective ideas for researching topics within the field of hospitality. The Practice of Graduate Research in Hospitality and Tourism is an excellent supplemental textbook for research methods classes in graduate hospitality and tourism programs. The wide variety of chapters will stimulate discussions on research in hospitality and tourism from conceptual, secondary data, and primary data approaches. Some of the research articles you will explore in The Practice of Graduate Research in Hospitality and Tourism are based on different statistical techniques, research designs, and trends of subjects. Topics include: selecting service-oriented employees based on person-organization fit measuring the effectiveness of advertising on the Internet examining factors that affect food expenditures of U.S. tourists when they are away from home explaining the competitive structure of Japanese travelers'overseas destination plans determining the motivational needs of managers in the on-site foodservice segment providing adequate education on HIV and AIDS in the workplace for hospitality managers identifying influential variables of employee turnover in the food and beverage industryThe Practice of Graduate Research in Hospitality and Tourism serves as an important forum for initiating research and new ideas internationally. The carefully selected chapters of this essential text will provide you and your students with suggestions that will improve research competency as well as hospitality services to patrons.

This book provides students with a series of critical reviews of issues in food and beverage management addressing a variety of managerial dilemmas of a more complex nature such as how important is the meal experience and is food an art form? These are accompanied by discussion points, questions, and case studies to aid application, critical thinking and analysis. Written by leading hospitality academic, this short critical yet accessible text will be value for all future hospitality managers

This book is the only up-to-date book of its kind that will provide an introduction to franchising, its pros and cons, and other aspects pertinent to restaurant franchises. It is the only guide to franchising written exclusively for food service professionals and is an indispensable resource for anyone wishing to break into one of today's most dynamic service industries. Since the late 1800s, when the idea was first conceived, the restaurant franchise has become a worldwide phenomenon. Opportunities abound for restaurateurs and food service professionals with the know-how to dive into and stay afloat in the growing, ever-changing sea of franchise operations. With the help of vignettes and case histories, this completely updated new edition to Restaurant Franchising explains operate a successful franchise, from developing a winning franchise concept to demystifying the legal intricacies of franchise agreements. Topics include: What is franchising? Franchising pros and cons Selecting the franchise that fits your style and goals Finding financial backing Understanding franchise agreements State franchise rules and regulations Developing healthy franchisor/franchisee relationships International franchising Unconventional franchises This book is suitable for classroom use, and an accompanying online instructor's manual is available as a teaching resource for instructors. It includes a template of a syllabus to fit one semester within an academic calendar, and each chapter's contents are highlighted starting with the chapter's objectives. Objectives are designed so that after reading and studying each chapter, the student should be able to complete specific knowledge components. Key teaching elements and points are listed for each chapter, with special emphasis on definitions and terminology. References and other sources for further information are also provided. At the end of each chapter within this book, there is a case study, for which discussion questions are listed. Possible topics for class assignments and field studies are suggested in the instructor's manual. In addition, almost 200 PowerPoint slides are provided for each chapter. Overall this manual is designed to provide teaching aids that will help in making lectures a more productive, interactive, and interesting learning experience for students. Readers will get practical, first-hand information that will be extremely useful to hospitality academicians and students, as well as corporations that are franchisors and other related restaurant corporations. It will be a valuable book for entrepreneurs and those interested in owning a franchise.

This book evaluates how and why vertical disintegration has occurred in the global corporate hotel industry, as it undergoes a structural transformation. It provides a unique insight into the new competitive landscape. Underpinned by academic literature, it includes first-hand accounts from the most eminent senior executives of firms in and around the industry. It provides an in-depth perspective of a modern industrial phenomenon and makes observations as to the profitable way forward for the industry. This text is an important read for those working, advising and investing in the sector as well as for students, graduates and researchers.

"Everything but the Coffee" casts a fresh eye on the world's most famous coffee company, looking beyond baristas, movie cameos, and Paul McCartney CDs to understand what Starbucks can tell us about America. Bryant Simon visited hundreds of Starbucks around the world to ask, Why did Starbucks take hold so quickly with consumers? What did it seem to provide over and above a decent cup of coffee? Why at the moment of Starbucks' profit-generating peak did the company lose its way, leaving observers baffled about how it might regain its customers and its cultural significance? "Everything but the Coffee" probes the company's psychological, emotional, political, and sociological power to discover how Starbucks' explosive success and rapid deflation exemplify American culture at this historical moment. Most importantly, it shows that Starbucks speaks to a deeply felt American need for predictability and class standing, community and authenticity, revealing that Starbucks' appeal lies not in the product it sells but in the easily consumed identity it offers.

Hospitality Experience offers students an exciting introduction to key aspects of hospitality management. The authors provide a refreshing focus on how hospitality experiences can be created and managed successfully. With a comprehensive overview of the hospitality industry, the textbook familiarizes students with the basics of hospitality management and offers analysis as well as cases and practical examples. Designed primarily for entry-level students at all levels, the book will also be of interest to professionals working in the business.

"The Bar and Beverage Book" explains how to manage the beverage option of a restaurant, bar, hotel, country club--any place that serves beverages to customers. It provides readers with the history of the beverage industry and appreciation of wine, beer, and spirits; information on equipping, staffing, managing, and marketing a bar; and the purchase and mixology of beverages. New topics in this edition include changes to regulations regarding the service of alcohol, updated sanitation guidelines, updates to labor laws and the employment of staff, and how to make your operation more profitable. New trends in spirits, wine, and beer are also covered.

Planning Research in Hospitality and Tourism provides an accessible, concise and practical guide to planning, conducting and analysing research in tourism and hospitality. The authors skilfully introduce the basic principles and techniques of research in the international hospitality and tourism sectors, and provide detailed guidance on both quantitative and qualitative methods of research. It includes a variety of features throughout to aid students' understanding and offers practical tips to help students overcome any potential research issues. Building on the success of the first edition, the volume has been fully revised and updated, and contains new chapters on mixed methods and how to make best use of recent technology in research practices. The second edition also benefits from: * increased coverage of research design strategies including sampling, ethnography and experimental design * inclusion of computer-mediated data collection techniques, such as online interviews, online focus groups and online observation (netnographic research) * new and updated international case studies and extracts, with a more even spread of tourism and hospitality examples of research * online student and lecturer resources, including PowerPoint slides and a test bank of multiple choice and true/false questions for each chapter. Written by three leading scholars with experience of both the industry and university courses globally, this insightful text is an essential resource for all tourism and hospitality research students and early career research professionals around the world.

The thoroughly revised and updated fourth edition of "Foodservice Manual for Health Care Institutions" offers a review of the management and operation of health care foodservice departments. This edition of the book--which has become the standard in the field of institutional and health care foodservice--contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management.

This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies' standards.

Topics covered include: Leadership and Management SkillsMarketing and Revenue-Generating ServicesQuality Management and ImprovementPlanning and Decision MakingOrganization and Time ManagementTeam BuildingEffective CommunicationHuman Resource ManagementManagement Information SystemsFinancial ManagementEnvironmental Issues and SustainabilityMicrobial, Chemical, and Physical HazardsHACCP, Food Regulations, Environmental Sanitation, and Pest ControlSafety, Security, and Emergency PreparednessMenu PlanningProduct SelectionPurchasingReceiving, Storage, and Inventory ControlFood ProductionFood Distribution and ServiceFacility DesignEquipment Selection and Maintenance

Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the foodservice industry.

Advances in Hospitality and Leisure, a peer-review journal, delivers refreshing insights from a host of scientific studies in the domains of hospitality, leisure and tourism. It provides a platform to galvanize thoughts on contemporary issues and merging trends essential to theory advancement as well as professional practices from a global perspective. The main focus of this journal is to transcend the innovative methods of inquiry so as to inspire new research topics that are vital and have been in large neglected. This journal is keen to address the needs of the populace having interests in disseminating ideas, concepts and theories derived from scholarly investigations. Potential readers may retrieve useful texts to outline new research agendas, suggest viable topics for a dissertation work, and augment the knowledge of the subjects of interest.