Book
The next frontier of restaurant management : harnessing data to improve guest service and enhance the employee experience
Published 2019 by Cornell University Press, Ithaca
ISBN 9781501736506
Bib Id 1107571
Copyright 2019
Description x, 241 pages : illustrations ; 23 cm.
More Details
Leader
cam a22 i 4500
LCCN
2018-053224
ISBN
9781501736506 (hardcover)
1501736507
9781501736513 (paperback) $24.95
1501736515
Call #
647.9506 N
Title
The next frontier of restaurant management : harnessing data to improve guest service and enhance the employee experience
Publication Information
2019 by Cornell University Press, Ithaca :
Copyright Date
©2019
Description
x, 241 pages : illustrations ; 23 cm.
Bibliography
Includes bibliographical references and index.
Contents
Introduction : our evolving service environment -- How organizational standards and coworker support improve restaurant service / Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink -- Guest satisfaction and restaurant performance / Sachin Gupta, Edward McLaughlin, and Miguel Gomez -- The relationship of service providers' perceptions of service climate to guest satisfaction, return intentions, and firm performance / Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink -- A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests / Alex M. Susskind and Anthony Viccari -- Communication richness : why some guest complaints go straight to the top and other do not / Alex M. Susskind -- Examining the effects of full-spectrum lighting in a restaurant / Stephani K. A. Robson and Sheryl E. Kimes -- Don't sit so close to me : restaurant table characteristics and guest satisfaction / Stephani K. A. Robson and Sheryl E. Kimes -- Customer-facing payment technology in the US restaurant industry / Sheryl E. Kimes and Joel E. Collier -- Guests' reactions to tabletop technology in full-service restaurants / Alex M. Susskind, Saqib Awan, Ron Parikh, and Rajat Suri -- The influence of tabletop technology in full-service restaurants / Alex M. Susskind and Benjamin Curry -- Conclusion : the human function.
Summary
"Provides managers, employees, and students with tools to better understand the complexities of the restaurant business and how to use those tools to improve business operations"--
Subject
Availability
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