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The Next Frontier of Restaurant Management : Harnessing Data to Improve Guest Service and Enhance the Employee Experience /
"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"--
| Otros Autores: | , |
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| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Ithaca :
Cornell University Press,
2019
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| Colección: | Book collections on Project MUSE.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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