Handbook of hospitality operations and IT
By: edited by Peter Jones
Edition: 1st ed.
Publisher: Butterworth Heinemann; Routledge
Published: 2008
Place of publication: Oxford, UK; Burlington, MA
Language: eng
Format: [electronic resource] /
Number of pages: 432
ISBN-13: 9780750687539; 9780080879154
Subjects: Hospitality industry; Management
Other titles: Hospitality operations and IT
Description: 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. * Theories of operations management, involving the processing of materials, customers and information * The responsibilities of the operations manager: quality, productivity, and innovation * The role of the customer in operations management * Major aspects of operations and information management in hospitality.
Notes: Includes bibliographical references and index.

Description based on print version record.
Table of contents: title: Operations Management theory (Jones); Hospitality systems (Ball); The 'Servicescape' (Namasivayam & Lin); Role of the hospitality customer (Canziani); Waiting lines and self-service (Lambert & Wonjae Lee); The service encounter (Sparks & Weber); e-Distribution (O'Connor); ICT and Hospitality Operations (Whitelaw); Outsourcing (Promsivapallop); Operational Performance (Lockwood); Revenue management(Shoemaker); Loss Control and Security (Jones); Managing labour productivity (Christie Mill); Quality management (Affify); Innovation management (Ottenbacher); Chain Operations (Reynolds & DiPietro); Crisis Management (Moggendorf); Environmental Management (Kirk).; title: Operations management: theoretical unpinnings / Peter Jones; title: Hospitality systems / Stephen Ball; title: The servicescape / Karthik Namasivayam and Ingrid Y. Lin; title: Hospitality customers: their roles in service blueprints / Bonnie Farber Canziani; title: Waiting lines and self-service / Carolyn U. Lambert and Kate Wonjae Lee; title: The service encounter / Beverley Sparks and Karin Weber; title: Electronic distribution / Peter O'Connor; title: ICT and hospitality operations / Paul A. Whitelaw; title: Outsourcing / Pornpissanu Promsivapallop; title: Operational performance / Andrew Lockwood; title: Revenue management / Stowe Shoemaker and Thomas Gorin; title: Managing labour productivity / Robert Christie Mill; title: Quality management / Mohamed Fawzy Affify; title: Innovation management / Michael Ottenbacher; title: Chain restaurant management / Dennis Reynolds and Robin B. DiPietro; title: Crisis management / Dolf A. Moggendorf; title: Environmental management / David Kirk.