"Welcome to Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, THIRD EDITION. This new edition, like the two prior editions, continues to be based on the principles of guestology, and that means we practice in writing this book what we teach in class. So, we sought...

Upward feedback from subordinates was provided to Australian managers in an international professional services firm. The job performance of the managers in this quasi-experimental study was observed by subordinates to be significantly higher six months later, compared to both initial...