Description

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.

Key Features

* 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

Readership

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

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)

Details

No. of pages:
448
Language:
English
Copyright:
© 2008
Published:
Imprint:
Butterworth-Heinemann
Print ISBN:
9780750687539

About the editor