媽媽的土豆沙拉（簡體書）

本教材作為酒店管理專業學生的專業課用書，主要是酒店質量管理的內容

Regina Marie Stockus was born to Lithuanian parents in the exoticCity of Rio de Janeiro， Brazil. When she was only 7 years old，her entire family immigrated toCanada. She began to write at a very early age andContinued to write essays and articles and poetry， winning several writing competitions in high school. After graduating from The University of Western Ontario and Ryerson Polytechnic University with 2 degrees in Business Administration， she opened her own Public Relations and Event ManagementCompany working with and in several major 5-star hotels in Toronto， Russia， Latvia， Lithuania and Estonia. She published the monthly newsletters for the Baltic BusinessCouncil acting as its Executive Director. In 1994 ，she organized several trade missions to China and the USA with The Department of External AffairsCanada and worked withCESO in the newly emerging Eastern EuropeanCountries of Russia and Lithuania. Her main role was organizing trade missions andConducting training sessions in the fields of Tourism Promotion and Hospitality Management. She was then given a special invitation to address and give a speech to theCommittee of theCanadian Government's House ofCommons on the Eastern Bloc Emerging Tourism Markets.．

《媽媽的土豆沙拉(英文版)》由Regina M. Stockus著：according to the challenge,opportunity and focus of this treatise, I hope to clarify and shed some light on the following issues :
· To identify what sets each of us apart, which will spur us to do greater things.
· To discover what makes us happy and then motivates us to do something well.
· When do we reach this nirvana?
· When do we know we have done the best that we can?
· Who decides?
· How do we measure true efforts?
· How to continue this ideal level of effort?
· How to balance ERR with PPR to achieve this ideal state of optimum DE?
· And the greatest challenge of all, how to train trainers and managers and supervisors to implement these theories into practice?
· The greatest challenge, especially in the service sector, is achieving DE on a sustainable basis when we as Humans cannot?
· And lastly,what is then the ideal?

Preface
Introduction
Chapter 1 Observations
Chapter 2 Discretionary Effort Exemplified
Chapter 3 The Human Element
Chapter 4 Is It Up to Management or One's Self
Chapter 5 TheConcept of Love
Chapter 6 Total Quality Management （TQM）
Chapter 7 The Human Element andCase Studies
Case Study 1 Human Resource Management（HRM） at McDonald
Case Study 2 International Human Resource Management （IHRM）
Case Study 3 IHRM at Ford MotorCompany
Chapter 8 Personal Growth
Chapter 9 What Is Personal Satisfaction
Chapter 10 Employee Engagement
Chapter 11 Cultural Intelligence
Case Study Disneyland Shanghai
Chapter 12 Enhancing Personal Growth
Chapter 13 Putting It All Together
Conclusion
Appendices
Appendix 1 Kempinski HotelCorporation
Appendix 2 How to Make Mom's Potato Salad
Appendix 3 TQM in Pictures．