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008 240426t20192019nyu fo d z eng d
020 _a9781501736520
_qPDF
024 7 _a10.7591/9781501736520
_2doi
035 _a(DE-B1597)9781501736520
035 _a(DE-B1597)527516
035 _a(OCoLC)1075077371
040 _aDE-B1597
_beng
_cDE-B1597
_erda
072 7 _aBUS081000
_2bisacsh
082 0 4 _a647.95068
_223
084 _aonline - DeGruyter
245 0 4 _aThe Next Frontier of Restaurant Management :
_bHarnessing Data to Improve Guest Service and Enhance the Employee Experience /
_ced. by Mark Maynard, Alex M. Susskind.
264 1 _aIthaca, NY :
_bCornell University Press,
_c[2019]
264 4 _c©2019
300 _a1 online resource (258 p.) :
_b33 charts
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
490 0 _aCornell Hospitality Management: Best Practices
505 0 0 _tFrontmatter --
_tContents --
_tPreface --
_tIntroduction: Our Evolving Service Environment --
_tPart I. Service Climate: What Matters Most? --
_tIntroduction --
_t1. How Organizational Standards and Coworker Support Improve Restaurant Service --
_t2. Guest Satisfaction and Restaurant Performance --
_t3. The Relationship of Service Providers’ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance --
_tPart II. Complaint Management: A Necessary Evil and an Opportunity to Build Loyalty --
_tIntroduction --
_t4. A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests --
_t5. Communication Richness: Why Some Guest Complaints Go Right to the Top—and Others Do Not --
_tPart III. Ambiance and Design: The Understated Elements of Excellence --
_tThe Understated Elements of Excellence --
_t6. Examining the Effects of Full-Spectrum Lighting in a Restaurant --
_t7. Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction --
_tPart IV. Technology: The Next Frontier --
_tIntroduction --
_t8. Customer-Facing Payment Technology in the US Restaurant Industry --
_t9. Guests’ Reactions to Tabletop Technology in Full-Service Restaurants --
_t10. The Influence of Tabletop Technology in Full-Service Restaurants --
_tConclusion: The Human Function --
_tAfterword --
_tBiographies --
_tIndex
506 0 _arestricted access
_uhttp://purl.org/coar/access_right/c_16ec
_fonline access with authorization
_2star
520 _a‹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›
538 _aMode of access: Internet via World Wide Web.
546 _aIn English.
588 0 _aDescription based on online resource; title from PDF title page (publisher's Web site, viewed 26. Apr 2024)
650 0 _aRestaurant management.
650 4 _aBusiness (General).
650 4 _aHistory Of Technology.
650 4 _aLabor History.
650 7 _aBUSINESS & ECONOMICS / Industries / Hospitality, Travel & Tourism.
_2bisacsh
653 _aGSX model.
653 _abook for culinary school.
653 _abooks for chefs.
653 _abooks for front of house staff.
653 _abooks for hospitality courses.
653 _abooks for hospitality management.
653 _abooks for management.
653 _abooks for opening a restaurant.
653 _abooks for restaurant trainers.
653 _abooks for restauranteurs.
653 _abooks for restaurateurs.
653 _abooks for service marketing.
653 _abooks for service-focused businesses.
653 _abooks for the restaurant industry.
653 _abooks for waiters.
653 _abusiness management.
653 _aconsumer relations.
653 _acustomer experience restaurants.
653 _acustomer service fine dining.
653 _adanny meyer restaurateurs.
653 _adisney customer service.
653 _aenhancing restaurant employee experience.
653 _aexecutive education.
653 _afoodservice management.
653 _agood hotel administration.
653 _agood restaurant management.
653 _agordon ramsey restaurateur.
653 _aguest orientation.
653 _aguest satisfaction and restaurant preformance.
653 _aguy fieri restaurateurs.
653 _ahealthy company culture in kitchens.
653 _ahow thomas keller runs a restaurant.
653 _ahow to be a restaurateurs.
653 _ahow to become a restaurateurs.
653 _ahow to build customer loyalty at restaurants.
653 _ahow to improve restaurant service.
653 _ahow to manage a restaurant.
653 _ahow to run to a full-service restaurant.
653 _aimproved restaurant service.
653 _aimproving guest service in restaurants.
653 _ais running restaurants hard.
653 _akey managerial issues.
653 _aleadership.
653 _amanagement.
653 _amodern restaurant management.
653 _aopening a restaurant.
653 _apayment technology at restaurants.
653 _aperfecting customer service.
653 _arestaurant design for customer service.
653 _arestaurant entrepreneur.
653 _arestaurant management.
653 _arestaurant trainers.
653 _arestauranteur.
653 _arestaurateur empires.
653 _arunning a professional kitchen.
653 _aschool of hotel administration.
653 _aservices marketing.
653 _asuccessful restaurants.
653 _asucessful restaurateurs.
653 _athe new restaurant manager.
653 _athomas keller restaurateur.
653 _aunion square hospitatliy group.
653 _aunreasonable hospitality.
653 _awolfgang puck restaurateur.
700 1 _aAwan, Saqib
_eautore
700 1 _aBorchgrevink, Carl P.
_eautore
700 1 _aCollier, Joel E.
_eautore
700 1 _aCurry, Benjamin
_eautore
700 1 _aGomez, Miguel
_eautore
700 1 _aGupta, Sachin
_eautore
700 1 _aKacmar, K. Michele
_eautore
700 1 _aKimes, Sheryl E.
_eautore
700 1 _aMaynard, Mark
_eautore
_ecuratore
700 1 _aMcLaughlin, Edward
_eautore
700 1 _aParikh, Ron
_eautore
700 1 _aRobson, Stephani K. A.
_eautore
700 1 _aSuri, Rajat
_eautore
700 1 _aSusskind, Alex M.
_eautore
_ecuratore
700 1 _aViccari, Anthony
_eautore
850 _aIT-RoAPU
856 4 0 _uhttps://doi.org/10.7591/9781501736520
856 4 0 _uhttps://www.degruyter.com/isbn/9781501736520
856 4 2 _3Cover
_uhttps://www.degruyter.com/document/cover/isbn/9781501736520/original
942 _cEB
999 _c222922
_d222922