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

• Superior document: Title is part of eBook package: De Gruyter Cornell University Press Complete eBook-Package 2019
• MitwirkendeR: Awan, Saqib,; Borchgrevink, Carl P.,; Collier, Joel E.,; Curry, Benjamin,; Gomez, Miguel,; Gupta, Sachin,; Kacmar, K. Michele,; Kimes, Sheryl E.,; Maynard, Mark,; McLaughlin, Edward,; Parikh, Ron,; Robson, Stephani K. A.,; Suri, Rajat,; Susskind, Alex M.,; Viccari, Anthony,
• HerausgeberIn: Maynard, Mark,; Susskind, Alex M.,
• Place / Publishing House: Ithaca, NY : : Cornell University Press, , [2019]; ©2019
• Year of Publication: 2019
• Language: English
• Series: Cornell Hospitality Management: Best Practices
• Physical Description: 1 online resource (258 p.) :; 33 charts

The Next Frontier of Restaurant Management 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 employeesMaynard 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.

Table of 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