| Document Type
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BL
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| Record Number
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1015877
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| Doc. No
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b770247
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| Title & Author
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Handbook of hospitality operations and IT /\ edited by Peter Jones.
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| Edition Statement
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1st ed.
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| Publication Statement
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Oxford, UK ;Burlington, MA :: Butterworth Heinemann,, 2008.
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| Page. NO
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1 online resource (xvi, 432 pages) :: illustrations
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| ISBN
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0080879152
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: 0750687533
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: 9780080879154
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: 9780750687539
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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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).
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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.
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| Abstract
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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.
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| Subject
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Hospitality industry-- Management.
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| Subject
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Hospitality industry-- Management.
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| Dewey Classification
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647.068
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| LC Classification
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TX911.3.M27H36 2008
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| Added Entry
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Jones, Peter,1951-
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| Parallel Title
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Hospitality operations and IT
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