| Description |
x, 241 p. : ill. ; 22 cm. |
| Series |
Cornell hospitality management
|
| Note |
Includes bibliographical references ([229]-234) and index. |
| Contents |
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. |
| Subject |
Restaurant management.
|
| Alt Author |
Susskind, Alex M.
|
|
Maynard, Mark
|
| ISBN |
9781501736513 |
|
