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Handbook of hospitality operations and IT / edited by Peter Jones.

Contributor(s): Material type: TextTextPublication details: Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008.Description: xvi, 432 p. : ill. ; 25 cmISBN:
  • 0750687533
  • 9780750687539
Other title:
  • Hospitality operations and IT
Subject(s): DDC classification:
  • 647.068 JON
Contents:
Operations management: theoretical unpinnings / Peter Jones -- Hospitality systems / Stephen Ball -- The servicescape / Karthik Namasivayam and Ingrid Y. Lin -- Hospitality customers: their roles in service blueprints / Bonnie Farber Canziani -- Waiting lines and self-service / Carolyn U. Lambert and Kate Wonjae Lee -- The service encounter / Beverley Sparks and Karin Weber -- Electronic distribution / Peter O\'Connor -- ICT and hospitality operations / Paul A. Whitelaw -- Outsourcing / Pornpissanu Promsivapallop -- Operational performance / Andrew Lockwood -- Revenue management / Stowe Shoemaker and Thomas Gorin -- Managing labour productivity / Robert Christie Mill -- Quality management / Mohamed Fawzy Affify -- Innovation management / Michael Ottenbacher -- Chain restaurant management / Dennis Reynolds and Robin B. DiPietro -- Crisis management / Dolf A. Moggendorf -- Environmental management / David Kirk.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Standard Loan Moylish Library Main Collection 647.068 JON (Browse shelf(Opens below)) 1 Available 39002100381467

Enhanced descriptions from Syndetics:

Handbook of Hospitality Operations and IT provides an authoritative resource for critical reviews of research into both operations and IT management. Internationally renowned scholars provide in-depth essays and explanations of case studies, to illustrate how practices and concepts can be applied to the hospitality industry. The depth and coverage of each topic is unprecedented. A must-read for hospitality researchers and educators, students and industry practitioners.

Includes bibliographical references and index.

Operations management: theoretical unpinnings / Peter Jones -- Hospitality systems / Stephen Ball -- The servicescape / Karthik Namasivayam and Ingrid Y. Lin -- Hospitality customers: their roles in service blueprints / Bonnie Farber Canziani -- Waiting lines and self-service / Carolyn U. Lambert and Kate Wonjae Lee -- The service encounter / Beverley Sparks and Karin Weber -- Electronic distribution / Peter O\'Connor -- ICT and hospitality operations / Paul A. Whitelaw -- Outsourcing / Pornpissanu Promsivapallop -- Operational performance / Andrew Lockwood -- Revenue management / Stowe Shoemaker and Thomas Gorin -- Managing labour productivity / Robert Christie Mill -- Quality management / Mohamed Fawzy Affify -- Innovation management / Michael Ottenbacher -- Chain restaurant management / Dennis Reynolds and Robin B. DiPietro -- Crisis management / Dolf A. Moggendorf -- Environmental management / David Kirk.

Table of contents provided by Syndetics

  • Acknowledgements (p. vii)
  • Contributors (p. ix)
  • Preface (p. xv)
  • 1 Operations management: theoretical underpinnings (p. 1)
  • 2 Hospitality systems (p. 19)
  • 3 The servicescape (p. 43)
  • 4 Hospitality customers: their roles in service blueprints (p. 63)
  • 5 Waiting lines and self-service (p. 91)
  • 6 The service encounter (p. 109)
  • 7 Electronic distribution (p. 139)
  • 8 ICT and hospitality operations (p. 167)
  • 9 Outsourcing (p. 185)
  • 10 Operational performance (p. 209)
  • 11 Revenue management (p. 237)
  • 12 Managing labour productivity (p. 269)
  • 13 Quality management (p. 295)
  • 14 Innovation management (p. 339)
  • 15 Chain restaurant management (p. 367)
  • 16 Crisis management (p. 385)
  • 17 Environmental management (p. 401)
  • Index (p. 429)

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