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

By: Contributor(s): Material type: TextTextPublication details: Amsterdam ; London : Butterworth-Heinemann, 2008.Description: xvi, 432 p. : ill. ; 24 cmISBN:
  • 9780750687539 (hbk.) :
  • 9780750687539
Subject(s): DDC classification:
  • 647.94068 JON
  • 647.940285
Contents:
Preface xv 1 Operations management: theoretical underpinnings 1 Peter Jones 2 Hospitality systems 19 Stephen Ball 3 The servicescape 43 Karthik Namasivayam and Ingrid Y. Lin 4 Hospitality customers: their roles in service blueprints 63 Bonnie Farber Canziani 5 Waiting lines and self-service 91 Carolyn U. Lambert and Kate Wonjae Lee 6 The service encounter 109 Beverley Sparks and Karin Weber 7 Electronic distribution 139 Peter O Connor 8 ICT and hospitality operations 167 Paul A. Whitelaw 9 Outsourcing 185 Pornpissanu Promsivapallop 10 Operational performance 209 Andrew Lockwood 11 Revenue management 237 Stowe Shoemaker and Thomas Gorin 12 Managing labour productivity 269 Robert Christie Mill 13 Quality management 295 Mohamed Fawzy Afify 14 Innovation management 339 Michael Ottenbacher 15 Chain restaurant management 367 Dennis Reynolds and Robin B. DiPietro 16 Crisis management 385 Dolf A. Mogendorff 17 Environmental management 401 David Kirk Index
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 647.94068 JON (Browse shelf(Opens below)) 1 Available 209941
Long Loan TUS: Midlands, Main Library Athlone General Lending 647.94068 JON (Browse shelf(Opens below)) 1 Available 209942
Long Loan TUS: Midlands, Main Library Athlone General Lending 647.94068 JON (Browse shelf(Opens below)) 1 Available 209943
Long Loan TUS: Midlands, Main Library Athlone General Lending 647.94068 JON (Browse shelf(Opens below)) 1 Available 209940

Includes bibliographical references and index.

Preface xv 1 Operations management: theoretical underpinnings 1 Peter Jones 2 Hospitality systems 19 Stephen Ball 3 The servicescape 43 Karthik Namasivayam and Ingrid Y. Lin 4 Hospitality customers: their roles in service blueprints 63 Bonnie Farber Canziani 5 Waiting lines and self-service 91 Carolyn U. Lambert and Kate Wonjae Lee 6 The service encounter 109 Beverley Sparks and Karin Weber 7 Electronic distribution 139 Peter O Connor 8 ICT and hospitality operations 167 Paul A. Whitelaw 9 Outsourcing 185 Pornpissanu Promsivapallop 10 Operational performance 209 Andrew Lockwood 11 Revenue management 237 Stowe Shoemaker and Thomas Gorin 12 Managing labour productivity 269 Robert Christie Mill 13 Quality management 295 Mohamed Fawzy Afify 14 Innovation management 339 Michael Ottenbacher 15 Chain restaurant management 367 Dennis Reynolds and Robin B. DiPietro 16 Crisis management 385 Dolf A. Mogendorff 17 Environmental management 401 David Kirk Index

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