This 'Handbook' consists of 17 chapters which critically review mainstream hospitality operations and IT research topics and set directions for future research efforts. Internationally recognized leading researchers provide thorough reviews and discussions, reviewing hospitality operations and IT research by topic, as well as illustrating how theories and concepts can be applied in the hospitality industry. The depth and coverage of each topic is unprecedented. A must-read for hospitality researchers and educators, students and industry practitioners, "The Handbooks of Hospitality Management Series" is led by editor-in-chief, Professor Abraham Pizam. It provides in-depth state of the art essays on the topic of operations and IT in the hospitality industry. It is written by internationally renowned and respected contributors offering a global perspective and is a vital reference tool for all those studying and working in the hospitality industry.
1 Operations management: theoretical underpinnings by Peter Jones 1
2 Hospitality systems by Stephen Ball 19
3 The servicescape by Karthik Namasivayam and Ingrid Y. Lin 43
4 Hospitality customers: their roles in service blueprints by Bonnie Farber Canziani 63
5 Waiting lines and self-service by Carolyn U. Lambert and Kate Wonjae Lee 91
6 The service encounter by Beverley Sparks and Karin Weber 109
7 Electronic distribution by Peter O'Connor 139
8 ICT and hospitality operations by Paul A. Whitelaw 167
9 Outsourcing by Pornpissanu Promsivapallop 185
10 Operational performance by Andrew Lockwood 209
11 Revenue management by Stowe Shoemaker and Thomas Gorin 237
12 Managing labour productivity by Robert Christie Mill 269
13 Quality management by Mohamed Fawzy Afify 295
14 Innovation management by Michael Ottenbacher 339
15 Chain restaurant management by Dennis Reynolds and Robin B. DiPietro 367
16 Crisis management by Dolf A. Mogendorff 385
17 Environmental management by David Kirk 401
Index