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

ISBN:

9780750687539

Title:

Author:

Jones, Peter, 1951-

Edition:

1st ed.

Publication Information:

Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008.

Physical Description:

xvi, 432 p. : ill. ; 25 cm.

Series:

Handbooks of hospitality management series.

Contents:

Operations management: theoretical underpinnings / Hospitality systems / The servicescape / Hospitality customers: their roles in service blueprints / Waiting lines and self-service / The service encounter / Electronic distribution / ICT and hospitality operations / Outsourcing / Operational performance / Revenue management / Managing labour productivity / Quality management / Innovation management / Chain restaurant management / Crisis management / Environmental management

Subject Term:

Hospitality industry -- Management.

Added Author:

Jones, Peter, 1951-

Format:

Books

Publication Date:

2008

Publication Information:

Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008.

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Shelf Number	Material Type	Copy	Shelf Location	Status
647.068 HAN	Week loan	1	Standard shelving location	Searching... Unknown

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Summary

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.

Peter JonesStephen BallKarthik Namasivayam and Ingrid Y. LinBonnie Farber CanzianiCarolyn U. Lambert and Kate Wonjae LeeBeverley Sparks and Karin WeberPeter O'ConnorPaul A. WhitelawAndrew LockwoodStowe Shoemaker and Thomas GorinRobert Christie MillMohamed Fawzy AfifyMichael OttenbacherDennis Reynolds and Robin B. DiPietroDolf A. MogendorffDavid Kirk

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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Table of Contents