Handbook of Hospitality Human Resources Management by Dana Tesone (Editor), Abraham Pizam (Editor)

Pt. 1 Acquiring human resources

1 HR in the hospitality industry : strategic frameworks and priorities J. Bruce Tracey Tracey, J. Bruce Sean A. Way Way, Sean A. Michael J. Tews Tews, Michael J. 3

2 Job analysis : the basis for all things H.R. Jalane M. Meloun Meloun, Jalane M. 23

3 Get it right the first time : using job competencies for positive hiring outcomes in the hospitality industry Peter Ricci Ricci, Peter 43

Pt. 2 Retaining human resources

4 Organizational culture in the casual dining restaurant industry : the impact that culture has on service quality and customers' intentions to return Dean A. Koutromanis Koutromanis, Dean A. 63

5 Ethical principles and practices in human resources management Frank J. Cavico Cavico, Frank J. Bahaudin G. Mujtaba Mujtaba, Bahaudin G. 83

6 Human resources management and a service culture Denver E. Severt Severt, Denver E. Catherine Curtis Curtis, Catherine 115

7 Employee relations : a problem-solving approach R. Thomas George George, R. Thomas 135

8 Human resource management's role in ethics within the hospitality industry Jalane M. Meloun Meloun, Jalane M. Stephen E. Sussman Sussman, Stephen E. 157

9 Organisational communication in the hospitality industry : critical issues Margaret Deery Deery, Margaret Leo Jago Jago, Leo 177

10 Employee turnover : calculation of turnover rates and costs Aksu Akin Akin, Aksu 195

11 The role of conflict management in human resource development in the hospitality industry Larry A. Rice Rice, Larry A. Claire Michele Rice Rice, Claire Michele 223

12 Work-family conflict and facilitation : implications for hospitality researchers Osman M. Karatepe Karatepe,Osman M. 237

13 The optimal hospitality leader : creating a thriving, self-motivating leadership-followership organizational network George Alexakis Alexakis, George 265

14 The path of least resistance? : choice and constraint in HRM strategy in the UK hotel sector Nick Wilton Wilton, Nick 291

Pt. 3 Developing human resources

15 Employee orientation and mentoring programs Bahaudin G. Mujtaba Mujtaba, Bahaudin G. 317

16 Human capital development : a return on investment perspective Robin B. DiPietro DiPietro, Robin B. 347

17 Contributing to employee development through training and education Debra Cannon Cannon, Debra 373

18 An HR practitioner's view : four actions that HR executives can take to get their services used Robert C. Preziosi Preziosi, Robert C. 391

Pt. 4 Critical human resource issues

19 Employee management and innovation Michael Ottenbacher Ottenbacher, Michael 415

20 Development of a sustainable tourism hospitality human resources management module : a template for teaching sustainability across the curriculum Dana V. Tesone Tesone, Dana V. 431

21 Strategic human resources management issues in hospitality and tourism organizations Fevzi Okumus Okumus, Fevzi 469

Index 497