Ford_Sturman_Power_Point_Chapter_09

Ford_Sturman_Power_Point_Chapter_09 - • Human resources...

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The Hospitality Service Delivery System Section 3
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Communicating for Service Chapter 9
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Challenge of Managing Information Managing information systems Informing guests Realizing that cues communicate Adding quality and value through information Getting information where it needs to go
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Information and the Service Product Information as product FreshPoint Giving employees information they need Internal customer Integrated information system
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Information and the Service Setting Environment and service Environment as information system Customer-provided information
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INFORMATION AND THE DELIVERY SYSTEM
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Aiding the Product Really knowing customers Delivering freshness Information on service quality Information to people
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Advancing Technology High tech becomes high touch Technology for expertise Centralized reservations Cross-selling Front and back of house Point-of-sale systems
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Daily Count Number of guests Arrival-rate distributions
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Unformatted text preview: • Human resources decisions Information Flow between Levels • Organizational levels • Simple to complex • Purposes: – Reinforce cultural decisions – Motivate employees – Educate employees to enhance guest experience DECISION SUPPORT SYSTEMS Using Data to Drive Decisions • Modeling decisions • Economic ordering quantity • Statistical analysis • Data mining Using Information • Market segmentation • Identification and targeting of best and worst customers • Collaborative filters Problems with Information Systems • Information overload • Focusing on numbers • Bad information • Maintaining security • Value versus cost • Learning the system Hospitality Organization as an Information System • Integrated systems • Primacy of information – Increasing capacity – Reducing need – Everybody online • Implications for service...
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