... and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks. Design/methodology/approach – The study used online...

...John W. O’Neill; Sean McGinley Purpose – This article aims to first summarize and explain major services operations research foci from the past century. Second, this article relates how hospitality scholars have conducted operations-related research with a particular focus on research related...

.... Arendt can be contacted at: sarendt@iastate.edu © Emerald Group Publishing Limited 2012 Focus groups Food safety Foodservice Interviews Observations Qualitative research Service operations The debate has continued in research circles whether qualitative research should be valued...

... Limited 2004 Hospitality management Internal marketing Employees Customization Service delivery Service operations One of the conclusions of a roundtable discussion with corporate level managers and general managers of hospitality organizations was that hospitality managers need...

... of variations between the offer made by different firms to their customers. This, in turn, can be seen to shape forms of service operations management and ultimately, the ideal types of approaches to match the management of human resources to both the customer offer and the operational organisation of service...

... to the hospitality industry. Considers a number of these, for example, capacity, forecasting, managing demand and scheduling. © MCB UP Limited 1995 Hospitality industry Manufacturing industry Operations management Service operations By using a holistic approach, operations management can...

... analysis for operational management. © MCB UP Limited 1995 Hospitality industry Operations management Service operations Systems design In an early analysis Cutcliffe[ 1 ]describes and explains a typical food‐service operation of the 1970s in systems terms. Since then the concept has...

... manufacturers, flight caterers and airlines. Argues that airlines adopt a process for development based largely on new service development,whereas caterers and suppliers tend to adopt a new product development approach. Confirms previous studies of innovation in service operations,that most innovations...

... Marketing Service operations 22 INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 5,1 The guest history system can be used both to meet guests' needs and also increase brand loyalty. Guest History: Is It Being Utilized? Beverley Sparks International Journal of Contemporary Hospitality...