Ch.12 Competencies

1. Describe management and summarize the contributions to management theory made by Frederick Taylor, Henri Fayol, and Peter Drucker. (pp. 346-349)
2. Describe the four traditional dominant service characteristics, explain how these have been modified by more contemporary approaches to service, and discuss emotional labor. (pp. 349-353)
3. Identify and describe four basic leadership strategies used by managers. (pp. 353-356)

Reference: Hospitality Today, An Introduction by Rocco Angelo