Hotel Management Case Study Typical Case Research

Author: Timothy R. Cinkan [USA]
Publisher:
Publish Date: 2003-03-01
Features: The idea of writing this book first came to me several years ago, when the need for real-world cases in the classroom led me to gather actual cases that had occurred in the hotel management industry. My motivation for conducting case investigations was very simple—I had a strong need for cases, but none were readily available, so I had to investigate them myself. With the help of students and colleagues, I conducted over 100 surveys among hotel employees and customers over the past few years. My method was straightforward: each respondent shared an unpleasant experience they had encountered as a hotel customer or employee, along with how the hotel handled the situation. Interestingly, these respondents quickly began to recount their negative experiences, with most of them able to list several. Based on these specific examples, I selected 55 short cases and compiled this book for reference. Although the names of individuals or companies mentioned in the book have been altered and the content has been extensively edited, please remember one thing: every case is based on a real event.
Students will encounter various practical problems that require resolution upon entering the workforce, so the cases in this book have been carefully selected and arranged to ensure each one is as representative and typical as possible, reflecting situations students are more likely to encounter. Understanding and analyzing these cases will, I believe, help students better handle internal and external relationships after entering the workforce—specifically, relationships with internal employees and external customers.