Handbook of hospitality operations and IT / edited by Peter Jones.
Material type: TextPublication details: Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008.Description: xvi, 432 p. : ill. ; 25 cmISBN:- 0750687533
- 9780750687539
- Hospitality operations and IT
- 647.068 JON
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)