Handbook of Hospitality Operations and IT

Edited by

  • Peter Jones, Associate Dean (International) and ITCA Chair of Production and Operations Management, Faculty of Management & Law, University of Surrey, UK

Handbook of Hospitality Operations and IT provides an authoritative resource forcritical reviews of research into both operations and IT management. Internationallyrenowned scholars provide in-depth essays and explanations of case studies, to illustratehow 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.
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Audience

Undergraduate students, graduate students (both MS and PhD), active researchers, sophisticated industry managers, and graduate course instructors

 

Book information

  • Published: June 2008
  • Imprint: BUTTERWORTH HEINEMANN
  • ISBN: 978-0-7506-8753-9


Table of 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)