Handbook of Hospitality Operations and IT

1st Edition

Editors: Peter Jones
Hardcover ISBN: 9780750687539
Imprint: Butterworth-Heinemann
Published Date: 9th June 2008
Page Count: 448


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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)


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


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


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Hardcover ISBN:

About the Editors

Peter Jones Editor

Affiliations and Expertise

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