Next Frontier of Restaurant Management

Alex M. Susskind and Mark Maynard

Description

<p><b>"The Next Frontier of Restaurant Management is of the highest quality and appropriate for Service Management courses at the graduate level."</b> (Richard Ghiselli, Purdue University)</p><p><b><i>The Next Frontier of Restaurant Management</i></b> 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 employees</p><p>Maynard 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&#39;t happen by accident.</p>

Sujets

• TV
• Gestion et management
• Minería de datos
• Televisión
• Hospitality industry
• Customer service
• Data mining
• Television
• Agriculture
• Exploration de données

Informations

• Publié par: Cornell University Press
• Date de parution: 15 juin 2019
• Nombre de lectures: 0
• EAN13: 9781501736520
• Langue: English
• Poids de l'ouvrage: 17 Mo

Extrait

The Next Frontier of Restaurant Management

Cornell Hospitality Management: Best Practices

The large body of research published by scholars in the dynamic field of hospitality management has been slow to find its way into the classroom and the strategic, managerial, and operating practices of the hospitality industry. In the new series Cornell Hospitality Management: Best Practices, Cornell University Press will publish short books that present, in distilled form, current research findings on best practices in the hospitality industry. As recognized experts, the volume editors are ideally qualified to identify the best available research and present it in a thoughtful and coherent way that serves both the pedagogical needs of the classroom and the practical needs of the hospitality industry. The first books in the series will address hospitality branding, human resource management, finance, operations and revenue management, food and beverage management, and design.

c o r n e l l h o s p i ta l i t y m a n a g e m e n t b e s t p r a c t i c e s

Edited byChekitan S. Dev

The Next Frontier of Restaurant Management

Harnessing Data to Improve Guest Service and Enhance the Employee Experience

Edited by Alex M. Susskind and Mark Maynard

Cornell University Press Ithaca and London

Copyright © 2019 by Cornell University

Chapters 1 & 2: © Cornell University, 2007; Chapter 3: © Alex M. Susskind, K. Michele Kacmar & Carl P. Borchgrevink, 2018; Chapter 4: © Alex M. Susskind & Anthony Viccari, 2011; Chapter 5: © Alex M. Susskind, 2014; Chapter 6: © Cornell University, 2007; Chapter 7: © Cornell University, 2009; Chapter 8: © Cornell University, 2014; Chapter 9: © Cornell University, 2015; Chapter 10: © Cornell University, 2016

All rights reserved. Except for brief quotations in a review, this book, or parts thereof, must not be reproduced in any form without permission in writing from the publisher. For information, address Cornell University Press, Sage House, 512 East State Street, Ithaca, New York 14850. Visit our website at cornellpress.cornell.edu.

First published 2019 by Cornell University Press

Library of Congress CataloginginPublication Data

Names: Susskind, Alex M., editor. | Maynard, Mark, 1967– editor. Title: The next frontier of restaurant management : harnessing data to improve guest service and enhance the employee experience / edited by Alex M. Susskind and Mark Maynard. Description: 1st edition. | Ithaca [New York] : Cornell University Press, 2019. | Series: Cornell hospitality management | Includes bibliographical references and index. Identifiers: LCCN 2018053224 (print) | LCCN 2018054426 (ebook) | ISBN 9781501736520 (pdf) | ISBN 9781501736537 (epub/mobi) | ISBN 9781501736506 (cloth ; alk. paper) | ISBN 9781501736513 (pbk. ; alk. paper) Subjects: LCSH: Restaurant management. Classification: LCC TX911.3.M27 (ebook) | LCC TX911.3.M27 N49 2019 (print) | DDC 647.95068—dc23 LC record available at https://lccn.loc.gov/2018053224

Preface

Contents

Introduction: Our Evolving Service Environment Alex M. Susskind and Mark Maynard

Part I. Service Climate: What Matters Most?

1. How Organizational Standards and Coworker Support Improve Restaurant Service Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink

2. Guest Satisfaction and Restaurant Performance Sachin Gupta, Edward McLaughlin, and Miguel Gomez

3. 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

ix

1

19

5

33

54

vi

Contents

Part II. Complaint Management: A Necessary Evil and an Opportunity to Build Loyalty

 4. A Look at the Relationship between Service Failures, Guest Satisfaction, and RepeatPatronage Intentions of Casual Dining Guests Alex M. Susskind and Anthony Viccari

 5. Communication Richness: Why Some Guest Complaints Go Right to the Top—and Others Do Not Alex M. Susskind

Part III. Ambiance and Design: The Understated Elements of Excellence

 6. Examining the Effects of FullSpectrum Lighting in a Restaurant Stephani K. A. Robson and Sheryl E. Kimes

 7. Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction Stephani K. A. Robson and Sheryl E. Kimes

Part IV. Technology: The Next Frontier

 8. CustomerFacing Payment Technology in the US Restaurant Industry Sheryl E. Kimes and Joel E. Collier

 9. Guests’ Reactions to Tabletop Technology in FullService Restaurants Alex M. Susskind, Saqib Awan, Ron Parikh, and Rajat Suri

10. The Influence of Tabletop Technology in FullService Restaurants Alex M. Susskind and Benjamin Curry

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79

92

117

127

144

161

173

194

203

Conclusion: The Human Function Alex M. Susskind and Mark Maynard

Afterword Alex M. Susskind

Biographies

Index

Contents

vi i

215

226

229

235

Preface

This book is designed to introduce ideas and concepts studied in the restaurant industry through articles published by Cornell University’s School of Hotel Administration. In the chapters below, Alex M. Susskind provides an introduction, summary, and interpretation of each concept presented in the article, and Mark Maynard provides executive commen tary. Mark’s insights into the best practices of restaurant management are based on his years of experience with Union Square Hospitality Group (USHG), and he offers his own take on each of the concepts presented and how and why they are or are not important for tomorrow’s marketplace. This book is intended to speak to three audiences: undergraduate hos pitality and servicefocused business programs, executive education pro grams, and restaurant managers/trainers. For the undergraduate market, in addition to courses in foodservice/restaurant management, this book will serve courses in entrepreneurship, services marketing, and manage ment. For executive education, it will provide leaders from within and