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The Next Frontier of Restaurant Management : Harnessing Data to Improve Guest Service and Enhance the Employee Experience / ed. by Mark Maynard, Alex M. Susskind.

Contributor(s): Material type: TextTextSeries: Cornell Hospitality Management: Best PracticesPublisher: Ithaca, NY : Cornell University Press, [2019]Copyright date: ©2019Description: 1 online resource (258 p.) : 33 chartsContent type:
Media type:
Carrier type:
ISBN:
  • 9781501736520
Subject(s): DDC classification:
  • 647.95068 23
Other classification:
  • online - DeGruyter
Online resources:
Contents:
Frontmatter -- Contents -- Preface -- Introduction: Our Evolving Service Environment -- Part I. Service Climate: What Matters Most? -- Introduction -- 1. How Organizational Standards and Coworker Support Improve Restaurant Service -- 2. Guest Satisfaction and Restaurant Performance -- 3. The Relationship of Service Providers’ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance -- Part II. Complaint Management: A Necessary Evil and an Opportunity to Build Loyalty -- Introduction -- 4. A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests -- 5. Communication Richness: Why Some Guest Complaints Go Right to the Top—and Others Do Not -- Part III. Ambiance and Design: The Understated Elements of Excellence -- The Understated Elements of Excellence -- 6. Examining the Effects of Full-Spectrum Lighting in a Restaurant -- 7. Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction -- Part IV. Technology: The Next Frontier -- Introduction -- 8. Customer-Facing Payment Technology in the US Restaurant Industry -- 9. Guests’ Reactions to Tabletop Technology in Full-Service Restaurants -- 10. The Influence of Tabletop Technology in Full-Service Restaurants -- Conclusion: The Human Function -- Afterword -- Biographies -- Index
Summary: ‹p›‹b›"The Next Frontier of Restaurant Management is of the highest quality and appropriate for Service Management courses at the graduate level."‹/b›- (Richard Ghiselli, Purdue University)‹/p›‹p›‹b›‹i›The Next Frontier of Restaurant Management‹/i›‹/b› brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management:* Creating and preserving a healthy company culture* Developing and upholding standards of service* Successfully navigating guest complaints to promote loyalty* Creating a desirable (and profitable) ambiance* Harnessing technology to improve guest and employee experiences* Mentoring employees‹/p›‹p›Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident.‹/p›
Holdings
Item type Current library Call number URL Status Notes Barcode
eBook eBook Biblioteca "Angelicum" Pont. Univ. S.Tommaso d'Aquino Nuvola online online - DeGruyter (Browse shelf(Opens below)) Online access Not for loan (Accesso limitato) Accesso per gli utenti autorizzati / Access for authorized users (dgr)9781501736520

Frontmatter -- Contents -- Preface -- Introduction: Our Evolving Service Environment -- Part I. Service Climate: What Matters Most? -- Introduction -- 1. How Organizational Standards and Coworker Support Improve Restaurant Service -- 2. Guest Satisfaction and Restaurant Performance -- 3. The Relationship of Service Providers’ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance -- Part II. Complaint Management: A Necessary Evil and an Opportunity to Build Loyalty -- Introduction -- 4. A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests -- 5. Communication Richness: Why Some Guest Complaints Go Right to the Top—and Others Do Not -- Part III. Ambiance and Design: The Understated Elements of Excellence -- The Understated Elements of Excellence -- 6. Examining the Effects of Full-Spectrum Lighting in a Restaurant -- 7. Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction -- Part IV. Technology: The Next Frontier -- Introduction -- 8. Customer-Facing Payment Technology in the US Restaurant Industry -- 9. Guests’ Reactions to Tabletop Technology in Full-Service Restaurants -- 10. The Influence of Tabletop Technology in Full-Service Restaurants -- Conclusion: The Human Function -- Afterword -- Biographies -- Index

restricted access online access with authorization star

http://purl.org/coar/access_right/c_16ec

‹p›‹b›"The Next Frontier of Restaurant Management is of the highest quality and appropriate for Service Management courses at the graduate level."‹/b›- (Richard Ghiselli, Purdue University)‹/p›‹p›‹b›‹i›The Next Frontier of Restaurant Management‹/i›‹/b› brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management:* Creating and preserving a healthy company culture* Developing and upholding standards of service* Successfully navigating guest complaints to promote loyalty* Creating a desirable (and profitable) ambiance* Harnessing technology to improve guest and employee experiences* Mentoring employees‹/p›‹p›Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident.‹/p›

Mode of access: Internet via World Wide Web.

In English.

Description based on online resource; title from PDF title page (publisher's Web site, viewed 26. Apr 2024)