The next frontier of restaurant management : harnessing data to improve guest service and enhance the employee experience

Susskind, Alex M., (editor.). Maynard, Mark, 1967- (editor.).

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"-- c Provided by publisher.

Record details

ISBN: 9781501736513 (Paper)
ISBN: 1501736515 (Paper)
Physical Description: print
x, 241 pages : illustrations ; 23 cm.
Edition: 1st edition.
Publisher: Ithaca [New York] : Cornell University Press, 2019.

Content descriptions

Bibliography, etc. Note:

Includes bibliographical references and index.

Formatted Contents Note:

Introduction: Our evolving service environment / Alex M. Susskind and Mark Maynard -- 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 others 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.