Handbook of hospitality operations and IT [electronic resource] / Hospitality operations and IT edited by Peter Jones. - 1st ed. - Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008. - xvi, 432 p. : ill. ; 25 cm.

Includes bibliographical references and index.

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). 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.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
Mode of access: World Wide Web.
System requirements: Web browser.
Title from title screen (viewed on Dec. 3, 2009).
Access may be restricted to users at subscribing institutions.

9780750687539 0750687533

153059:153216 Elsevier Science & Technology http://www.sciencedirect.com

Hospitality industry--Management.

Electronic books.

TX911.3.M27 / H36 2008