1. Operations management : theoretical underpinnings / Peter Jones -- 2. Hospitality systems / Stephen Ball -- 3. The servicescape / Karthik Namasivayam and Ingrid Y. Lin -- 4. Hospitality customers : their roles in service blueprints / Bonnie Farber Canziani -- 5. Waiting lines and self-service...

Investigates customer attitudes to waiting times in the hotel and restaurant industry, based broadly on Maister′s “psychology of waiting lines”. Results of a survey of 100 customers suggest that customer behaviour is affected by the length of time they have to wait. Also investigates the...

Reviews alternative approaches to new product development and new service development. Compares them in the context of the flight‐catering sector which is particularly suitable for such comparison as it is made‐up of a supply chain involving three distinctive stakeholders food manufacturers,...