Award Date

Spring 2008

Degree Type

Professional Paper


Hotel Administration

First Committee Member

Cheri Young, Chair

Number of Pages



The specific purpose of this paper was to create a teaching case, while analyzing data that was collected in an effort to determine whether or not the particular organization had achieved “excellence.” The resulting teaching case aims to be an additional resource in organizational behavior and mainstream business classes across the globe, as it provides an example of a highly successful company that is facing basic, fundamental organizational issues. Ideally, this research will provide readers with an avenue for scrutinizing major issues in the hospitality industry and potential solutions. The case is most appropriate for upper division undergraduates or graduate students in organizational behavior courses. The issues involved – trust, leadership, communication, motivation and rewards, etc. – are all content areas in the typical organizational behavior class. This case is, however, ideal for examining and illustrating the drivers of organizational excellence as conceived by organizational researchers in the POS movement. It can serve as an integrative, end-of-term case in either type of class. In addition to applying course material in the content areas outlined above, students get to grapple with the “what to do” decision a manager-in-training faces. Answering this question can bring power, influence, and change management into the discussion as well.


Case studies; Corporate culture; Excellence; Hospitality industry; Organizational behavior; Restaurant management


Curriculum and Instruction | Hospitality Administration and Management | Human Resources Management

File Format


Degree Grantor

University of Nevada, Las Vegas




Incomplete paper data


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