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
• Organizational 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

Reading List

Main Text:

Organizational Behaviour in Hotels & Restaurants – Yvonne Guerrier (Wiley)