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Handbook of hospitality operations and IT [electronic resource] / edited by Peter Jones.

Contributor(s): Jones, Peter, 1951- | ScienceDirect (Online service).
Publisher: Oxford, UK ; Burlington, MA : Butterworth Heinemann, 2008Edition: 1st ed.Description: xvi, 432 p. : ill. ; 25 cm.ISBN: 9780750687539; 0750687533.Other title: Hospitality operations and IT.Subject(s): Hospitality industry -- ManagementGenre/Form: Electronic books.Additional physical formats: No titleDDC classification: 647.068 Online resources: An electronic book accessible through the World Wide Web; click for information
Contents:
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.
Item type Current location Call number Status Notes Date due Barcode
Main Collection Taylor's Library - Perpetual(TU)
647.068 (Browse shelf) e-book SHTEx,70002,03,CL,PPT

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, 2009. 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.