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Food & beverage management

Tác giả: John Cousins, David Shortt and David Fosket

It considers food and beverage operations as three separate operating systems: food production, food service as a delivery system (service sequence) and food service as a customer process system. Each system is dealt with in turn and this forms the core of the text.

Services management : integrating marketing organisational behaviour, operations and human resource management

Tác giả: William J. Glynn, James G. Barnes

Presenting to avoiding services marketing Myopia, custmoer care in services, the concept of exchange, service mapping: back to basics,  measuring and monitoring service quality, the cost of service quality,..