The Next Frontier of Restaurant Management : : Harnessing Data to Improve Guest Service and Enhance the Employee Experience /

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

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 an...

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Bibliographic Details
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
Online Access:
Physical Description:1 online resource (258 p.) :; 33 charts
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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

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