Handbook of Hospitality Operations and IT

Front Cover
Peter Jones
Routledge, Sep 10, 2008 - Business & Economics - 464 pages
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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.
 

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Contents

theoretical underpinnings
1
CHAPTER 2 Hospitality systems
19
CHAPTER 3 The servicescape
43
their roles in service blueprints
63
CHAPTER 5 Waiting lines and selfservice
91
CHAPTER 6 The service encounter
109
CHAPTER 7 Electronic distribution
139
CHAPTER 8 ICT and hospitality operations
167
CHAPTER 11 Revenue management
237
CHAPTER 12 Managing labour productivity
269
CHAPTER 13 Quality management
295
CHAPTER 14 Innovation management
339
CHAPTER 15 Chain restaurant management
367
CHAPTER 16 Crisis management
385
CHAPTER 17 Environmental management
401
Index
429

CHAPTER 9 Outsourcing
185
CHAPTER 10 Operational performance
209

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