System Management Theory and Imperial Hotel
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The assignment provides an in-depth analysis of how system management theory can be applied to Imperial Hotel's challenges. It highlights the importance of management in achieving high profitability and long-term success, and proposes a 3-point plan to encourage staff excellence and improve productivity. The report also identifies the impact of management on Imperial Hotel's problems related to poor guest satisfaction.
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Introduction to
Management
Management
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Table of Contents
INTRODUCTION...........................................................................................................................1
Analysis of the problem..............................................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
INTRODUCTION...........................................................................................................................1
Analysis of the problem..............................................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
INTRODUCTION
Management is that term which is defined as achievement of the targeted goals of
particular organisation in effective and efficient manner (Anderson and et.al., 2018). Thus, the
targeted goals have been achieved through planning, organising, staffing, directing and also
controlling organisational resources. Its primary function is to make people work together in
order to achieve particular goals and objectives. Management is also defined as actions of
individual that includes designs in terms of facilitating production of outcomes that are essential
from particular system. In the following report, problems related to poor guest satisfaction in
Imperial Hotel has been taken into consideration. This hotel is leading organisation in London
having 500 bedrooms and is located in the Heart of London's West End. They basically provide
services to international business and tourist guest those who have high level of expectations
related to high quality standards in terms of products and services offered by them.
In the following report, problem related to poor guest satisfaction has been discussed in
detail. The selected firm is facing number of challenges in terms of high level and turnover, lack
of positivity in working environment which directly affects satisfaction of customers. Further,
review of that problem in relationship with other problems that has been mentioned has been
discussed in deeply in this report. In addition to this, this assignment also highlights on 3 point
plan that helps the cited organisation to resolve those problems that they are facing in terms of
poor guest satisfaction.
ANALYSIS OF THE PROBLEM
Overview
Imperial hotel is a company that basically operates by nearly 100 years. It is on the east
side of Russell square and is the branch of Imperial hotels London. The original building of
imperial hotel was designed by Charles Fitzroy Doll and further shares its lodge with that of
president hotel. They also have huge number of branches which are situated all over the world. It
includes facilities like 500 bedrooms, conference facilities, leisure centre with swimming pool
and number of bars and restaurants. Furthermore, they also involve 450 staff in total in which
300 employees are working as full-time workers and remaining were part time.
Problem faced by Imperial Hotel
1
Management is that term which is defined as achievement of the targeted goals of
particular organisation in effective and efficient manner (Anderson and et.al., 2018). Thus, the
targeted goals have been achieved through planning, organising, staffing, directing and also
controlling organisational resources. Its primary function is to make people work together in
order to achieve particular goals and objectives. Management is also defined as actions of
individual that includes designs in terms of facilitating production of outcomes that are essential
from particular system. In the following report, problems related to poor guest satisfaction in
Imperial Hotel has been taken into consideration. This hotel is leading organisation in London
having 500 bedrooms and is located in the Heart of London's West End. They basically provide
services to international business and tourist guest those who have high level of expectations
related to high quality standards in terms of products and services offered by them.
In the following report, problem related to poor guest satisfaction has been discussed in
detail. The selected firm is facing number of challenges in terms of high level and turnover, lack
of positivity in working environment which directly affects satisfaction of customers. Further,
review of that problem in relationship with other problems that has been mentioned has been
discussed in deeply in this report. In addition to this, this assignment also highlights on 3 point
plan that helps the cited organisation to resolve those problems that they are facing in terms of
poor guest satisfaction.
ANALYSIS OF THE PROBLEM
Overview
Imperial hotel is a company that basically operates by nearly 100 years. It is on the east
side of Russell square and is the branch of Imperial hotels London. The original building of
imperial hotel was designed by Charles Fitzroy Doll and further shares its lodge with that of
president hotel. They also have huge number of branches which are situated all over the world. It
includes facilities like 500 bedrooms, conference facilities, leisure centre with swimming pool
and number of bars and restaurants. Furthermore, they also involve 450 staff in total in which
300 employees are working as full-time workers and remaining were part time.
Problem faced by Imperial Hotel
1
Thus, being one of the leading hospitality industry in the world, they are facing with
number of problems. The major problem that they were facing was poor guest satisfaction. This
was due to high staff turnover from various departments that were running out mainly due to
poor staff morale. Further, they were also termed as the lowest in the whole star chain and this
directly affected the hotel and also the overall hotel profitability and success. This organisation
were also facing with number of complaints in terms of products and services from customers
that were visiting their brand (Bratton and Gold, 2017). The regular complaints that they were
facing by customers was in terms of check in and check out from hotel and also quality of rooms
and staff that were present in the hotel. The major problem that was related to check in and check
out in hotel was faced by them where guests have to wait for long hours in queue at reception
which was because of lack of management in organisation.
Management theory
It has been argued by (Anderson and et.al., 2018) that Imperial hotel is facing with major
problem as Poor guest satisfaction which is caused as per below factors.
The main cause that relates to poor guest satisfaction includes
Quality of rooms- The quality of rooms that are available in Imperial hotel are not good
enough. There is huge voice in air conditions that are irritating to their customers. This
have affected cuyustomers to a large extent. In addition to this, bathrooms are not clean
that much as needed by any guest. So system theory has to be adopted by cited
organisation in order to make the employees meet the requirement of customers. As in
organisation structure is considered as complex system in which organisation function are
been carried out accordingly. This makes work easy.
Lack of staff morale- Staff morale plays huge role in an organisation. If there is low level
of staff morale it may lead to high turnover of employees that may lead towards poor
guest satisfaction. Thus, system theory will help organisation to make everyone work
together in order to achieve certain goal. This will increase productivity and efficiency
and will attract huge customers.
Hence, the problem that imperial hotel was basically facing can be further analysed with
the help of the management theory. Management theory is that which addresses the relationship
between managers and leaders with their particular organisation in order to achieve targeted
goals (Chance and Brooks, 2015). Thus, as per the system theory, it has been analysed that the
2
number of problems. The major problem that they were facing was poor guest satisfaction. This
was due to high staff turnover from various departments that were running out mainly due to
poor staff morale. Further, they were also termed as the lowest in the whole star chain and this
directly affected the hotel and also the overall hotel profitability and success. This organisation
were also facing with number of complaints in terms of products and services from customers
that were visiting their brand (Bratton and Gold, 2017). The regular complaints that they were
facing by customers was in terms of check in and check out from hotel and also quality of rooms
and staff that were present in the hotel. The major problem that was related to check in and check
out in hotel was faced by them where guests have to wait for long hours in queue at reception
which was because of lack of management in organisation.
Management theory
It has been argued by (Anderson and et.al., 2018) that Imperial hotel is facing with major
problem as Poor guest satisfaction which is caused as per below factors.
The main cause that relates to poor guest satisfaction includes
Quality of rooms- The quality of rooms that are available in Imperial hotel are not good
enough. There is huge voice in air conditions that are irritating to their customers. This
have affected cuyustomers to a large extent. In addition to this, bathrooms are not clean
that much as needed by any guest. So system theory has to be adopted by cited
organisation in order to make the employees meet the requirement of customers. As in
organisation structure is considered as complex system in which organisation function are
been carried out accordingly. This makes work easy.
Lack of staff morale- Staff morale plays huge role in an organisation. If there is low level
of staff morale it may lead to high turnover of employees that may lead towards poor
guest satisfaction. Thus, system theory will help organisation to make everyone work
together in order to achieve certain goal. This will increase productivity and efficiency
and will attract huge customers.
Hence, the problem that imperial hotel was basically facing can be further analysed with
the help of the management theory. Management theory is that which addresses the relationship
between managers and leaders with their particular organisation in order to achieve targeted
goals (Chance and Brooks, 2015). Thus, as per the system theory, it has been analysed that the
2
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overall pattern of the management of imperial hotel is not effective, that decreases the staff
morale which results in huge turnover of employees that directly affect guest satisfaction.
Further, the main aim of this theory is to achieve an integrated and balanced whole in business.
The main feature of this approach is basically to identify goal of an Imperial Hotel and also look
after the operations that takes place in order to achieve those setted goals and objectives
(Management theory , 2019). It also leads in understanding the patterns that has been followed
by Imperial Hotel in effective manner. While, cited organisation are lacking back in following
various patterns related to staffs in terms of training and development or motivation which lead
them in facing huge challenge of poor guest satisfaction (Wilton, 2016). All this is because staffs
are not motivated in terms of performance that results in low morale which in turn affect their
level of working performance and customers gets affected due to this. Further, there are number
of guests who were complaining regarding incorrect billing which was due to lack of training.
Therefore, this has affected satisfaction of guest and also the success of a particular hotel to a
large extent.
It has also been argued by (Wilton, 2016) that the quality of rooms and also services
related to rooms have been affected cited hotel to a great extent. Further, visitors were also
facing with cleanliness problems related to bathrooms and many more. In addition to this,
showers and also technology are not working properly. So customers have launched complaints
regarding this, but management of hotel were not able to overcome this problem because of high
level of employee turnover. Further, employees were leaving the organisation just because of
negative work culture and environment that make them stressful due to which selected
organisation were facing with poor attendance of them. All this have directly affected the
relations between all employees that are involved in various departments and this made them
behave rude with guests or customers of that particular brand. Thus, as per the view of,
(Christopher, Laasch and Roberts, 2016) it can be argued that Peter Farnsworth must blame his
previous manager as he was unable to work in appropriate manner and also unable workers with
training and development opportunities. Therefore, it had affected the satisfaction level of
customers as employees were not responding to them in adequate and effective manner. Further,
front house staffs were note getting or receiving correct or up to date information related to
availability of room. This has also resulted in delay in informing housekeeping department in
terms of cleanliness of that available rooms in Imperial hotel. All this has been affected due to
3
morale which results in huge turnover of employees that directly affect guest satisfaction.
Further, the main aim of this theory is to achieve an integrated and balanced whole in business.
The main feature of this approach is basically to identify goal of an Imperial Hotel and also look
after the operations that takes place in order to achieve those setted goals and objectives
(Management theory , 2019). It also leads in understanding the patterns that has been followed
by Imperial Hotel in effective manner. While, cited organisation are lacking back in following
various patterns related to staffs in terms of training and development or motivation which lead
them in facing huge challenge of poor guest satisfaction (Wilton, 2016). All this is because staffs
are not motivated in terms of performance that results in low morale which in turn affect their
level of working performance and customers gets affected due to this. Further, there are number
of guests who were complaining regarding incorrect billing which was due to lack of training.
Therefore, this has affected satisfaction of guest and also the success of a particular hotel to a
large extent.
It has also been argued by (Wilton, 2016) that the quality of rooms and also services
related to rooms have been affected cited hotel to a great extent. Further, visitors were also
facing with cleanliness problems related to bathrooms and many more. In addition to this,
showers and also technology are not working properly. So customers have launched complaints
regarding this, but management of hotel were not able to overcome this problem because of high
level of employee turnover. Further, employees were leaving the organisation just because of
negative work culture and environment that make them stressful due to which selected
organisation were facing with poor attendance of them. All this have directly affected the
relations between all employees that are involved in various departments and this made them
behave rude with guests or customers of that particular brand. Thus, as per the view of,
(Christopher, Laasch and Roberts, 2016) it can be argued that Peter Farnsworth must blame his
previous manager as he was unable to work in appropriate manner and also unable workers with
training and development opportunities. Therefore, it had affected the satisfaction level of
customers as employees were not responding to them in adequate and effective manner. Further,
front house staffs were note getting or receiving correct or up to date information related to
availability of room. This has also resulted in delay in informing housekeeping department in
terms of cleanliness of that available rooms in Imperial hotel. All this has been affected due to
3
lack of management skill between staffs which lead them to high level of employee turnover.
And this level of satisfaction of customers has also been affected due to poor organisational
practices and culture and also due to ineffective culture in Imperial hotel. Hence, all this have
directly affected customer satisfaction at high level and also productivity and profitability of
Imperial hotel. In addition to this, the reward system and training and development session has
note been structured properly which reduces the motivation level of employees. Thus, all this can
be dealt with systematic use of PMS system that helps the cited organisation by providing them
with up to date and actual information regarding staff and also reservations of rooms of guests.
3 point plan for resolving the problem faced by Imperial Hotel
In order to overcome the problems that has been faced by Imperial hotel, 3 point plans
has been discussed that would help them to overcome all the obstacles that comes as hurdles in
their path towards success (Haddow, Bullock and Coppola, 2017). Therefore, it is termed as
beneficial for Imperial hotel to adopt 3 point plans that may lead them in achieving huge growth
and high level of customer loyalty. Thus, this is further described as per below context-
Understanding customers- To keep customers satisfied with the products and
services that has been offered by Imperial hotel. For this, they must make their
customers to feel special by winning their heart and also by providing them with
familiar experience. This will help in making customers feel that they are valued and
increase their loyalty towards the brand. Further, cited hotel must also try to analyse
needs and requirements of customers and fulfil them accordingly. They must also
manage the complaints of customers and give them priority to solve it as soon as
possible. In addition to this, they must also provide training and development session
to all staffs that are involved in an organisation so that they gets motivated and
further leads in attracting huge volume of customers by maintaining and building
good relationship with them and also by providing high quality services to them.
Thus, this will help in motivating them to buy products and services of particular
brand which will increase profitability. Thus, quality of service must also be
maintained that will help in attracting large number of customers towards the brand.
The culture of hotel industry is very much collective which therefore restricts the
way in which Peter Farnsworth affect the change that he is planning in order to
increase the satisfaction level of customers towards their particular brand.
4
And this level of satisfaction of customers has also been affected due to poor organisational
practices and culture and also due to ineffective culture in Imperial hotel. Hence, all this have
directly affected customer satisfaction at high level and also productivity and profitability of
Imperial hotel. In addition to this, the reward system and training and development session has
note been structured properly which reduces the motivation level of employees. Thus, all this can
be dealt with systematic use of PMS system that helps the cited organisation by providing them
with up to date and actual information regarding staff and also reservations of rooms of guests.
3 point plan for resolving the problem faced by Imperial Hotel
In order to overcome the problems that has been faced by Imperial hotel, 3 point plans
has been discussed that would help them to overcome all the obstacles that comes as hurdles in
their path towards success (Haddow, Bullock and Coppola, 2017). Therefore, it is termed as
beneficial for Imperial hotel to adopt 3 point plans that may lead them in achieving huge growth
and high level of customer loyalty. Thus, this is further described as per below context-
Understanding customers- To keep customers satisfied with the products and
services that has been offered by Imperial hotel. For this, they must make their
customers to feel special by winning their heart and also by providing them with
familiar experience. This will help in making customers feel that they are valued and
increase their loyalty towards the brand. Further, cited hotel must also try to analyse
needs and requirements of customers and fulfil them accordingly. They must also
manage the complaints of customers and give them priority to solve it as soon as
possible. In addition to this, they must also provide training and development session
to all staffs that are involved in an organisation so that they gets motivated and
further leads in attracting huge volume of customers by maintaining and building
good relationship with them and also by providing high quality services to them.
Thus, this will help in motivating them to buy products and services of particular
brand which will increase profitability. Thus, quality of service must also be
maintained that will help in attracting large number of customers towards the brand.
The culture of hotel industry is very much collective which therefore restricts the
way in which Peter Farnsworth affect the change that he is planning in order to
increase the satisfaction level of customers towards their particular brand.
4
Commit wholeheartedly- This is the second most effective plan that must be used or
adopted by Imperial hotel in order to achieve high level of customer satisfaction.
They must try to dedicate their time and maximum efforts towards the strategy that
leads in satisfaction of guest as first priority as for stated organisation (Haines, 2016).
Thus, balance scorecard is termed as useful strategy which leads in directing stated
firm in order to think about various decisions and also operations in terms of
customers, financial, internal process and employee perspective. Thus, it will help
Imperial hotel to meet all needs and requirements of customers and also in solving
their complaints that they have placed about them. This can also be explained with
help of particular example as if agent of customer service in Imperial hotel will be
having their own and respective scorecard that will lead or assist them in satisfying
customers and also on financial section of that particular firm at same time
(Walsham, 2015). This means that there is tie up between everything because of this
strategy. This will further lead staffs that are involved in feeling as valued and
important to their respective firm which in turn will make them easily achieve
customer satisfaction to high extent and also in increasing loyalty base of guests.
Thus, the problem is therefore solved easily and company may reach the boost. The
cited company has to manage their customers in good way which will help them in
understanding needs and requirements of customers easily. Thus, the quality of
service has to be maintained to apply this strategy. It has been analysed with annual
report of cited organisation that the Adjusted earnings per share was increased by 5%
and reported earnings per share was therefore decreased by 2.7%. further, the
dividend per share of Imperial hotel was increased by 10%. In addition to this staff
morale and productivity of enterprise must also increased that will attract huge
volume of guests towards brand.
5
adopted by Imperial hotel in order to achieve high level of customer satisfaction.
They must try to dedicate their time and maximum efforts towards the strategy that
leads in satisfaction of guest as first priority as for stated organisation (Haines, 2016).
Thus, balance scorecard is termed as useful strategy which leads in directing stated
firm in order to think about various decisions and also operations in terms of
customers, financial, internal process and employee perspective. Thus, it will help
Imperial hotel to meet all needs and requirements of customers and also in solving
their complaints that they have placed about them. This can also be explained with
help of particular example as if agent of customer service in Imperial hotel will be
having their own and respective scorecard that will lead or assist them in satisfying
customers and also on financial section of that particular firm at same time
(Walsham, 2015). This means that there is tie up between everything because of this
strategy. This will further lead staffs that are involved in feeling as valued and
important to their respective firm which in turn will make them easily achieve
customer satisfaction to high extent and also in increasing loyalty base of guests.
Thus, the problem is therefore solved easily and company may reach the boost. The
cited company has to manage their customers in good way which will help them in
understanding needs and requirements of customers easily. Thus, the quality of
service has to be maintained to apply this strategy. It has been analysed with annual
report of cited organisation that the Adjusted earnings per share was increased by 5%
and reported earnings per share was therefore decreased by 2.7%. further, the
dividend per share of Imperial hotel was increased by 10%. In addition to this staff
morale and productivity of enterprise must also increased that will attract huge
volume of guests towards brand.
5
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Measuring success- To measure the success is also termed as most important part in
business by taking specific problem into consideration. Therefore, imperial hotel
must try to figure out about thinking of customers (Nieves and Segarra-Ciprés,
2015). Thus, to measure this, they must launch Chat rating feature, in which they
must allow their guest to rate in terms of products and services. This will further lead
Imperial hotel to identify areas that requires changes. Further, information is
collected from different aspects of business that leads in providing more deep idea
about level of satisfaction reached by customers. Besides this, they can also measure
loyalty by observing their actual behaviour. While, measuring success plays
extremely essential role as it leads company in order to know about their current
strategy in deep as it is working or not. Basically success comes slowly and strategy
may not always work as same way, so Imperial hotel must focus on problem that are
coming in their way and accordingly adopt strategy that will help them in achieving
high level of customer satisfaction and company may therefore will reach the boost
by attracting huge volume of visitors and high profitability. Thus, rating system will
help in analysing the minus point of product and service which can be easily solved
and further increase productivity. Thus, this also helps quality of services must also
be improved that will later lead in communicating with their potential customers
easily that will increase profitability and loyal customer base.
6
business by taking specific problem into consideration. Therefore, imperial hotel
must try to figure out about thinking of customers (Nieves and Segarra-Ciprés,
2015). Thus, to measure this, they must launch Chat rating feature, in which they
must allow their guest to rate in terms of products and services. This will further lead
Imperial hotel to identify areas that requires changes. Further, information is
collected from different aspects of business that leads in providing more deep idea
about level of satisfaction reached by customers. Besides this, they can also measure
loyalty by observing their actual behaviour. While, measuring success plays
extremely essential role as it leads company in order to know about their current
strategy in deep as it is working or not. Basically success comes slowly and strategy
may not always work as same way, so Imperial hotel must focus on problem that are
coming in their way and accordingly adopt strategy that will help them in achieving
high level of customer satisfaction and company may therefore will reach the boost
by attracting huge volume of visitors and high profitability. Thus, rating system will
help in analysing the minus point of product and service which can be easily solved
and further increase productivity. Thus, this also helps quality of services must also
be improved that will later lead in communicating with their potential customers
easily that will increase profitability and loyal customer base.
6
Thus, a new general manager of Imperial hotel named Peter Farnsworth therefore took
whole management of particular hotel into control. Being an experienced manager, he has
worked in several star city centre hotels outside London. Thus, to overcome challenges he has
adopted above 3 point plans which have helped him in order to measure the requirement of
customers and accordingly fulfil their requirements (Puche and et.al., 2016). This will lead them
in increasing customer satisfaction and high level of loyalty customer base.
CONCLUSION
From the above report, it has been analysed management plays very essential role in
every organisation in order to achieve high profitability and long term success. While, imperial
Hotel has been taken into consideration that is facing problem of poor guest satisfaction.
Therefore, with help of system management theory this problem has been analysed in detail and
also leads in finding that this theory may help the cited firm to achieve customer loyalty and long
term success. Further, this report also helps in analysing that they must launch staff incentive
schemes that will aid them in encouraging staff in such way that they meet their excellent
standard of work and also in improving productivity of goods and services offered by them. In
addition to this, this assignment also highlights on 3 point plan that leads in analysing resolution
method that may help Imperial hotel to overcome all obstacles that arrives in their path to reach
customer satisfaction at high level. Moreover, this report also helps in identifying the impact of
management or system theory on Imperial hotel as their problems related to poor guest
satisfaction can be easily solved as it helps in huge profitability by attracting large number of
customers towards the particular brand.
7
whole management of particular hotel into control. Being an experienced manager, he has
worked in several star city centre hotels outside London. Thus, to overcome challenges he has
adopted above 3 point plans which have helped him in order to measure the requirement of
customers and accordingly fulfil their requirements (Puche and et.al., 2016). This will lead them
in increasing customer satisfaction and high level of loyalty customer base.
CONCLUSION
From the above report, it has been analysed management plays very essential role in
every organisation in order to achieve high profitability and long term success. While, imperial
Hotel has been taken into consideration that is facing problem of poor guest satisfaction.
Therefore, with help of system management theory this problem has been analysed in detail and
also leads in finding that this theory may help the cited firm to achieve customer loyalty and long
term success. Further, this report also helps in analysing that they must launch staff incentive
schemes that will aid them in encouraging staff in such way that they meet their excellent
standard of work and also in improving productivity of goods and services offered by them. In
addition to this, this assignment also highlights on 3 point plan that leads in analysing resolution
method that may help Imperial hotel to overcome all obstacles that arrives in their path to reach
customer satisfaction at high level. Moreover, this report also helps in identifying the impact of
management or system theory on Imperial hotel as their problems related to poor guest
satisfaction can be easily solved as it helps in huge profitability by attracting large number of
customers towards the particular brand.
7
REFERENCES
Books and Journal
Anderson, D. R., and et.al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Chance, D. M. and Brooks, R., 2015. Introduction to derivatives and risk management. Cengage
Learning.
Christopher, E., Laasch, O. and Roberts, J., 2016. New approaches to introduction to
management courses. Journal of Management Education. 40(3). pp.359-361.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Haines, S., 2016. The systems thinking approach to strategic planning and management. CRC
Press.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Puche, J., and et.al., 2016. Systemic approach to supply chain management through the viable
system model and the theory of constraints. Production planning & control. 27(5).
pp.421-430.
Walsham, G., 2015. Interpreting information systems in organizations.
Wilton, N., 2016. An introduction to human resource management. Sage.
Online
Management theory . 2019. [Online] Available through:
<http://www.businessdictionary.com/definition/management-theory.html>
8
Books and Journal
Anderson, D. R., and et.al., 2018. An Introduction to Management Science: Quantitative
Approach. Cengage learning.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Chance, D. M. and Brooks, R., 2015. Introduction to derivatives and risk management. Cengage
Learning.
Christopher, E., Laasch, O. and Roberts, J., 2016. New approaches to introduction to
management courses. Journal of Management Education. 40(3). pp.359-361.
Haddow, G., Bullock, J. and Coppola, D. P., 2017. Introduction to emergency management.
Butterworth-Heinemann.
Haines, S., 2016. The systems thinking approach to strategic planning and management. CRC
Press.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Puche, J., and et.al., 2016. Systemic approach to supply chain management through the viable
system model and the theory of constraints. Production planning & control. 27(5).
pp.421-430.
Walsham, G., 2015. Interpreting information systems in organizations.
Wilton, N., 2016. An introduction to human resource management. Sage.
Online
Management theory . 2019. [Online] Available through:
<http://www.businessdictionary.com/definition/management-theory.html>
8
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