MSc (Hons.) Organization Management Pennsylvania State University BSc (Hons.) Hotel Management

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1 NAME AND DATE OF BIRTH M. Anne P. Crick March 26 DEPARTMENT/UNIT/SECTION Mona School of Business & Management FACULTY/DIVISION Faculty of Social Sciences POSITION Senior Lecturer GENERAL AREA OF ACADEMIC SPECIALISATION Organizational Behaviour & Tourism QUALIFICATION & GRANTING INSTITUTION PhD Organization Management Rutgers, The State University of New Jersey MSc (Hons.) Organization Management Pennsylvania State University BSc (Hons.) Hotel Management UWI, Mona TRAINING HCIMA Train the Trainer Workshop, Jamaica Teaching and Learning Strategies in Large Classes, Instructional Development Unit, Mona, 1999 Creating new competitive advantages for Jamaican Tourism, Monitor Country Competitiveness Centre for Leadership in Competitiveness and Prosperity, Kingston, Jamaica, 2000 Regional Tourism Educators Forum, Barbados Vilcomm Learning Technologies, parts 1 and 2. Mona Women & Management in Higher Education. ACU/UWI Workshop, Barbados, 2001 Qualitative Data Analysis with Nvivo Faculty Upgrading Workshop. Mona, 2002 Innovative Teaching in Human Resources Fisher School of Business, Ohio State University, 2002 Effective Facilitation, Leadership Strategies Baltimore, 2005 Teaching Portfolio/Dossier Workshop UWIDEC, 2005 Teaching Skills Workshop UWIDEC, 2006 Online Course Development - Caribbean Universities Project for Integrated Distance Education (CUPIDE), 2006 Writing across the curriculum training workshop (FHE, Writing Centre, 2007) Case writing workshop, Mona 2007 Facilitation Skills for Trainers Leadership Strategies, Atlanta, 2008

2 PUBLICATION Book Chapters 2011 Crick, A.P. New Third Places: Opportunities and Challenges. In A. Woodside (Ed.) Advances in Culture, Tourism and Hospitality, Volume 5, pp Cowell, N., Crick, A. P. & Martin, R. - Ethics at the workplace: A survey of ethical propensities of UWI students and HRM Professionals. In N.M. Cowell, A. Campbell, G. Chen, S. Moore (Eds.), Ethical Perspectives for Caribbean Business. Kingston: Arawak Publications, pp Crick, A.P. - EP/Small Hotels: Prospects for the future. In K. Hall & R. Holding (Eds.), Tourism: The driver of change in the Jamaican economy? Kingston: Ian Randle Publishers, pp Crick, A.P. - Managing Emotional Displays in Tourism. In I. Boxill, O. Taylor & J. Maerk (Eds.) Tourism and Change in the Caribbean and Latin America. Kingston: Arawak Publications, pp Crick, A.P. - From MacDonaldization to customization: Training the service worker in the new era. In C. Jayawardena (Ed.), Tourism & Hospitality Education and Training in the Caribbean, Mona: University of the West Indies Press, pp Crick, A.P. - Service and Servility in contemporary Caribbean hospitality. In A. Pereira, I Boxill, J. Maerk (Eds.) Tourism, development and natural resources in the Caribbean, Mexico City Plaza Valdez, pp Crick, A.P. - Managing in a kinder, gentler world of work: Emotional labour and workplace governance. In N. Cowell & C. Branche (Eds.) Human Resource Development and Workplace Governance in the Caribbean. Kingston: IRP, pp Crick, A.P. - Personalized service in the small hotel sector: the challenges and the opportunities. In J. Maerk & I. Boxill (Eds.) Tourism in the Caribbean. Plaza Valdez, pp C. Jayawardena & A. P. Crick - Human Resource Management in Jamaica: Responding to challenging times. In S.M. Hofmann, C. Johnson & M.M. Lefever (Eds.) International Human Resource Management in the Hospitality Industry. Educational Institute. Michigan,AHMA Crick, A.P. - The Employee attitude survey: A case of very good communication. In N.M. Cowell & I. Boxill (Eds.) Human Resource Management: A Caribbean perspective. Canoe Press. U.W.I, Crick, A.P. - Supervision. In Institutional Food Service: A guide for

3 Supervisors. Caribbean Food and Nutritional Institute. CFNI Press: Journal Articles 2011 A.P. Crick Hospitality Quality- New Directions and New Challenges, International Journal of Contemporary Hospitality Management, 23, 4, (with Andrew Spencer) 2008 A.P. Crick - No Plantation Work Here: Contemporary HR practices in Caribbean Hotels, International Journal of Contemporary Hospitality Management, 20, 1, A.P. Crick - McDonaldization, Mass customization and Customization: An analysis of Jamaica s all-inclusive hotel sector. Ideaz, 6, (with Archibald Campbell) 2007 A.P. Crick - Managing Service Workers: Exploratory Insights from a Sample of Jamaican Service Organizations. Journal of Eastern Caribbean Studies, 32, 8, A.P. Crick - Internal marketing of attitudes in Caribbean tourism. International Journal of Contemporary Hospitality Management, 15, M.A. Haughton, A.P. Crick, S.E. Moore, L.A. Nicholson - A methodology for improved synergy between the classroom and management practices Education & Training, 45, 1, N. Cowell & A.P. Crick - Tourism and the Plantation Model: Dimensions of the Worker Management Relationship in Caribbean Tourism, Journal of Eastern Caribbean Studies, 29.2, A.P. Crick - A competitive analytical approach to Health Tourism in Jamaica. SES Special Edition on Managing Health Care in Jamaica. 51, 3, A.P. Crick - Decentralization in the health sector: a performance perspective. SES Special Edition on Managing Health Care in Jamaica. 51, 3, A.P. Crick - Glad to meet you - my best friend: relationships in the hospitality industry. SES 51, 1, A.P. Crick - Personalized service in the new economy: implications for small island tourism. Journal of Eastern Caribbean Studies, 26, 1:1-20

4 1998 C. Chen, P. Greene & A. Crick - Does entrepreneurial self-efficacy distinguish entrepreneurs from managers? Journal of Business Venturing, 13, 4, A. Crick - The influence of the tip system in the hospitality industry. Caribbean Finance and Management, 7, 1&2, Technical Reports Human Resource Issues in Caribbean Tourism (with N. Cowell, M. Freckleton & C. Jayawardena). Report submitted to the Caribbean Tourism Organization - March 2001 (164 pages) PAPERS PRESENTED Papers Presented at Academic Conferences and Seminars 2013 Paid to play and play to get paid: Emotional and aesthetic labour in the life of entertainment coordinators, Shrinking the Global Divide: Synergy, Service & Sustainability, Atlantis Paradise Island Resort, Nassau Bahamas, September The Fifth S in Tourism: Creating smiles is big business and hard work. Academy of Business Research Conference, March 13-15, New Orleans 2012 Turning the Titanic around: Lessons from Jamaican Organizations. 1 st Caribbean Competitiveness Forum, November 5-6, Port of Spain, Trinidad 2011 They re not Starbucks: the emergence of coffee shops in Jamaica. International Conference on Business Hospitality and Tourism Management October 12-14, 2011, Breezes, Runaway Bay 2011 Rethinking Oldenburg: Third Places and Generation Y in a Developing Country Context, ICHRIE Conference, Denver, July Awarded Best Conference Paper 2011 Trust in Jamaican Institutions: The Past, The Present and Some Opportunities for the Future, 12 th Annual SALISES Conference, March 23, Kingston 2008 Hotels and new paradigms: The sustainability of Jamaica s allinclusive product. University of Technology/University of Delaware International Conference on Business, Hospitality & Tourism Management, Ocho Rios, Jamaica. October Creating a Culture of Engagement: HR strategies in Caribbean Hotels. Work, Employment and Society Conference, Aberdeen, Scotland,

5 September The role of organizational culture in driving economic growth: a case study of Jamaican companies. Sir Arthur Lewis Institute of Social and Economic Studies 6 th Annual Conference, Kingston, Jamaica, March EP/Small Hotels: Prospects for the future. Mona Academic Conference. Kingston, Jamaica, August Equipping the new hospitality industry Training resources in St. Lucia. Beyond Walls: Multi-disciplinary perspectives. Saint Lucia Conference, (paper presented on my behalf by Dr. Derrick Deslandes), November Managing Emotional and Aesthetic Labour in the Home away from Home. Work, Employment and Society Conference, Manchester. England. Sept. 1-3, 2003 Pseudo-Relationships The use of mass customized techniques in personalized service: A case study of entertainment coordinators. 2 nd Interdisciplinary World Congress on Mass Customization and Personalization. Munich, Germany, October Emotional Labour The New Type of work: Policy implications in the New Caribbean Economy. The 1 st Caribbean Labour Policy Conference, Kingston, Jamaica, April Come to Jamaica and feel alright: Have we lost our way? Caribbean Studies Association, Belize City, Belize, May Towards a theory of emotional management in Caribbean tourism: a case study of Jamaica and The Bahamas. The role of Government in tourism Enhancing Human and Economic development, Kingston, Jamaica, Sept Coping with challenge, contending with change: Should virtually real tourism be the response to life after S11?. Caribbean Studies Association. Nassau. Bahamas, May 27-June Work, culture and labour relations in the Jamaican hotel industry. Caribbean Studies Association. St. Maarten, May 26-June Changes in power relationships in transforming organizations: the case of three Jamaican companies. Work, Employment & Society Conference. Nottingham, England, September Personalized service in the new economy: some lessons from the all-inclusive hotel. 2 nd Annual Conference - Alternative Development in the Eastern Caribbean: the role of the services sector, Barbados, January

6 2000 Managing in a kinder gentler world of work. Mona Academic Conference - Human resources development for competitive advantage. Jamaica, September 1-3. Special Presentation and Invited Lectures 2011 Jamaica Employers Federation Mistrust: Confronting the Issue The key to success, JEF/UWI Symposium, Feb. 16, Kingston 2011 Jamaica Employers Federation Annual Conference Mistrust: Confronting the Issue The key to success, May 5-8, Ocho Rios 2011 Jamaica Computer Knowledge Foundation (JCSKF), Conference on Strategies for Enhancing Jamaican Competitiveness in the Global Knowledge Economy Talent Management April 15 and 16, 2011, Kingston Labour Productivity: opportunities and challenges in building a world class tourism industry. National Productivity Conference, Tourism Practicioners Session. Ocho Rios, Jamaica, October Managing Organizational Culture to facilitate change. A Change Management Symposium: Managing Organizational Change in the Global Environment., Mona School of Business, Kingston, Jamaica, March The Changing role of tourism planners: Bringing People to the Island vs. Bringing in the People of the Island. Tourism & Urban Development for Peace, Kingston, Jamaica, November 27-30, Papers Presented to Workshops and Training Sessions 2007 Designing Learning using Action Learning. Human Resource Management Association of Jamaica (HRMAJ), Conference 27, November Developing a customer-focused culture. Jamaica Customer Service Association Workshop, March Leveraging experience in tackling change to enhance organization s success. HRMAJ Annual Conference, November Customer Service: Building Emotional Capital. HRMAJ Annual Conference, November

7 2004 Emotion and Aesthetics in the business of service: are we ready? Jamaica Customer Service Association Conference Kingston, Jamaica, November Celebrating Ourselves: Best Practices in Jamaican Organizations: Lessons for Trainers. H.E.A.R.T. Trust Instructors Conference. Ocho Rios, Jamaica. June. PUBLIC SERVICE Member, Advisory Board, College of Insurance and Professional Studies 2009-Present Director, HEART Trust NTA, Member, HR Subcommittee HEART Trust NTA, Member, Corporate Governance Subcommittee, HEART Trust NTA, Honorary Fellow, Jamaica Institute of Management (JIM), 2007-Present Director, Jamaica Money Market Brokers (JMMB), 2006-Present Chair, Human Resource/Culture Subcommittee, JMMB, 2007-Present Chair, Corporate Governance Subcommittee, JMMB, 2012-Present Chair, Nominations Subcommittee, JMMB, 2012-Present Member, UCJ Hospitality & Tourism Advisory Board ( ). Recipient of special recognition award for contribution to the development of standards. Jamaica Association for Training and Development (JATAD), Chair, Research and Publications Committee, JATAD, External Assessor, UCJ, November 2002, June 2005, January 2008 Member, Advisory Board Excelsior Community College Tourism, Hospitality & Entertainment Management (T.H.E.M.), Member, Management Advisory Committee Runaway Bay H.E.A.R.T. Training Institute, OTHER PROFESSIONAL ACTIVITY AND EXPERIENCE Editorial Advisory Board, International Journal of Contemporary Hospitality Management Occasional Reviewer, Journal of Eastern Caribbean Studies Member Editorial Board of Caribbean Journal of Business, Hospitality and Tourism Management (launched 2008) RESEARCH GRANTS Ford Foundation UWI Fellowship Summer Project year TEACHING AND RELATED EXPERIENCE

8 Name of Course Role Score (where available) 1 (Undergraduate) Organizational Behaviour Lecturer 4.4, 4.3 (2000), 4.5(2002), 3.7, 4.6 (2001-2), 4.1 (2004-5) Organizational Theory & Design Developer & Lecturer 4.7 (2005), 4.5 (2011) Quality Service Management Developer & Lecturer 4.7 (2003), 4.4 (2005), 3.9 (2006), 4.2 (2007), 4.5, 4.6, 4.7 (2010), 4.6 (2011) Human Resource Management Lecturer 4.7 (2000) Organizational Development Lecturer 4.2 (2002), 4.7 (2003) Name of Course (Graduate) Role Score Food and Beverage Management Developer, Lecturer & 4.7 (2001) Coordinator (online version in preparation) Human Resource Management & Industrial Relations Developer & Lecturer (also did online version) 4.6 (2000), 4.8 (2001), 4.7 (2011) Quality Service & Operations Developer & Lecturer 4.4 (2002), 4.4 (2010) Management (online version in preparation) Rooms Division Management Developer, Co-lecturer & N/A Coordinator (also did online version) Organization Design, Analysis & Lecturer N/A Transformation Organizational Theory & Lecturer N/A Behaviour Advanced seminar in Lecturer N/A organizational design and change Property Management Lecturer 4.8 (2011) CONTRIBUTIONS TO DEPARTMENT Academic Programme Director, Hospitality and Tourism, Head, Department Academic Unit Leader, Behavioural Science Unit, Chair, Student Liaison Committee Member, Student Liaison Committee, Scoring systems have changed over the years. Where the form does not have an overall assessment for the lecturer I have summed the 3-5 responses most pertinent to individual lecturer performance

9 EXTRA DEPARTMENTAL UWI SERVICE Associate Dean, Hospitality and Tourism/Client Care, Chair, UWI Faculty Group for Hospitality & Tourism, Member, Faculty Advisory Committee on Hospitality & Tourism, Mentor UWI Mentorship Programme Coordinator, Strategic Planning and Management in Tourism/Hospitality Management (Masters in Tourism & Hospitality Management ) Coordinator, Food and Beverage Management (Masters in Tourism & Hospitality Management ) Co-editor SES Special Edition on Tourism, Vol. 51, no. 1 UWI Representative, Hospitality and Tourism Board of Studies UCJ OTHER WORK EXPERIENCE 1988 Acting Academy Manager, Runaway Bay H.E.A.R.T. Hotel Academy Food and Beverage Service Instructor/Manager, Runaway Bay H.E.A.R.T. Hotel Academy Food and Beverage Manager, Oceana Hotel, Kingston Assistant Food and Beverage Manager, Ocho Rios Sheraton Assistant Food and Beverage Manager, Half Moon Hotel, Montego Bay