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Technology Strategies for the Hospitality Industry 3rd edition [Minkštas viršelis]

3.17/5 (6 ratings by Goodreads)
  • Formatas: Paperback / softback, 224 pages, weight: 1 g
  • Išleidimo metai: 19-Sep-2018
  • Leidėjas: Pearson
  • ISBN-10: 0134484495
  • ISBN-13: 9780134484495
Kitos knygos pagal šią temą:
Technology Strategies for the Hospitality Industry 3rd editionDidesnis paveikslėlis
  • Formatas: Paperback / softback, 224 pages, weight: 1 g
  • Išleidimo metai: 19-Sep-2018
  • Leidėjas: Pearson
  • ISBN-10: 0134484495
  • ISBN-13: 9780134484495
Kitos knygos pagal šią temą:
Pastovi nuoroda: https://www.kriso.lt/db/9780134484495.html
Raktažodžiai:
Technology Strategies for the Hospitality Industry is a practical guide to enhancing hospitality with technology. It examines technology strategies for various segments of the hospitality industry, from hotels and restaurants to meetings and events. Specific technologies used in hospitality are also explored, from networks and data exchange, to eCommerce for both business and consumers.

Pragmatic in its approach, the text has a running theme of strategy throughout. Each chapter flows in the same order: interview, content, case study and questions.

The 3rd Edition was written in cooperation with a team of contributing authors from the industry. It includes a new chapter on virtual and augmented reality in hospitality, as well as updated material on current and emerging technologies.
Preface xiii
Foreword xvii
Biographies and Acknowledgments xxi
1 Introduction and Competitive Advantage 1(18)
Chapter Objective
1(1)
Learning Objectives
1(1)
Chapter Introduction
1(1)
Interview
2(1)
Overview
3(3)
Welcome to the World of IT!
6(1)
Managing Your Career
7(1)
Strategy
8(2)
Achieving Competitive Advantage
10(4)
Resource-Based View of the Firm
10(2)
Past Examples of Competitive Advantage Derived from IT
12(2)
Sustainability
14(2)
Summary
16(1)
Case Study and Learning Activity
17(1)
Key Terms
17(1)
Chapter Questions
17(2)
2 Computing Basics and Networks 19(16)
Chapter Objective
19(1)
Learning Objectives
19(1)
Chapter Introduction
19(1)
Interview
20(2)
Overview
22(1)
System
22(3)
Hardware
25(1)
Software
26(1)
Networks
26(1)
Security, Performance, and Reliability
27(1)
Small Networks
27(2)
Large Networks
29(1)
The Internet
29(1)
The World Wide Web
30(1)
Large Wireless Networks
30(1)
Forward-Looking Issues In Hospitality
30(1)
Security
31(2)
Summary
33(1)
Case Study and Learning Activity
33(1)
Key Terms
33(1)
Chapter Questions
34(1)
3 E-Commerce and Digital Marketing in Practice 35(19)
Chapter Objective
35(1)
Learning Objectives
35(1)
Chapter Introduction
35(1)
Interview
36(1)
Overview
37(2)
Advertising
37(1)
Auctioning
38(1)
Mobile Commerce
38(1)
Social Commerce
38(1)
User-Generated Content
39(1)
E-Commerce Technologies
39(5)
Overview of E-CommerceTechnologies
39(1)
Servers
39(1)
E-Commerce Web Apps and Tools
40(1)
Conversion Rate Optimization
40(1)
Analytics
40(1)
UGC (Pixlee, Curalate)
40(1)
Social Sharing
40(1)
Browser Notifications (Push fire, Push crew)
40(1)
Email Subscriptions
40(1)
Social Buy Buttons
41(1)
Live Chat
41(1)
Dynamic Landing Pages
41(1)
Content Management and E-Commerce Platforms
41(1)
Social Media
41(1)
Subscriptions (Starbucks, Cratejoy)
42(1)
Loyalty Programs
42(1)
Inbound Marketing
42(1)
Affiliate Marketing
43(1)
Internet of Things (10T)-Smart Speakers, Smart Everything
43(1)
Messaging Apps and Chatbots
43(1)
Digital Marketing
44(5)
Introduction to the Topic of Digital Marketing and Its Impact on Hospitality
44(1)
SEO
44(1)
SEM
45(1)
Paid Advertising
45(2)
Media Buying
46(1)
Pay-Per-Click-PPC
46(1)
Cost per Action-CPA
46(1)
Shopping Ads
46(1)
Pay per View-PPV
46(1)
Paid Social Advertising
46(1)
Native Ads
46(1)
Mobile Ads
47(1)
Retargeting
47(1)
Email Marketing
47(1)
Reputation Management (Hotel-Focused Reputation Management)
47(1)
Content Marketing
48(1)
Video Marketing
48(1)
Podcasting
48(1)
Conversion Optimization
49(1)
Web Analytics
49(1)
Security
49(3)
Security of Your Electronic Transactions
49(1)
Securing Your Web Site
50(1)
Message Security
50(1)
Message integrity
50(1)
E-Commerce Security Trends
51(5)
Growth in Cyber Crimes
51(1)
Ransomware, Malware, and Adware
51(1)
Exploiting Social Commerce
52(1)
Zero-Day Exploits
52(1)
Fake Reviews
52(1)
Summary
52(1)
Case Study and Learning Activity
53(1)
Chapter Questions
53(1)
Key Terms
53(1)
4 Restaurant Management Systems 54(12)
Chapter Objective
54(1)
Learning Objectives
54(1)
Chapter Introduction
54(1)
Interview
55(1)
Overview
56(1)
Restaurant Management System (RMS) Components
56(5)
Other POS Functionality
56(2)
Decreased Service Time
57(1)
Order Accuracy
57(1)
Security of Cash Transactions and Internal Auditing Functions
58(1)
Reduced Training Burden
58(1)
Labor Scheduling and Performance Control
58(1)
Analytics
58(1)
The Kitchen Management System
58(1)
Kitchen Management System (KMS)
58(1)
Inventory and Production Management
59(1)
Inventory Levels and Consumption
59(1)
Purchasing
59(1)
Theft
59(1)
Benefits of Inventory and Menu Management
59(1)
Reservations and Table Management
60(1)
Interfaces
61(1)
Self-Ordering/Online Ordering
61(1)
Proprietary versus Nonproprietary RMS
62(1)
Payment, Security, and Compliance
63(1)
Summary
64(1)
Case Study and Learning Activity
64(1)
Key Terms
65(1)
Chapter Questions
65(1)
5 Hotel and Resort Technology 66(20)
Chapter Objective
66(1)
Two Questions Addressed in the
Chapter
66(1)
Learning Objectives
66(1)
Chapter Introduction
66(1)
Interview
67(1)
Overview
68(2)
The Guest Lifecycle
70(3)
The Property Management System
73(5)
Enable Guests to Make Reservations
74(1)
Enable Guests to Check-In/Register When They Arrive and Check-Out/Pay When They Leave
74(1)
Enable Staff to Maintain Guest Facilities
74(1)
Account for Guests' Financial Transactions
75(1)
Track Guests' Activities for Use in Future Sales Efforts
75(1)
Track Guests' Complaints for Use in Customer Service Support
75(1)
Interface with Other Systems
76(2)
Central Reservation System (CRS)
76(1)
Point-of-Sale System (Food and Beverage POS)
77(1)
Hotel Retail POS Systems
77(1)
Back-Office Accounting
77(1)
Sales and Catering System
77(1)
Energy Management System
77(1)
In-Room Amenities
77(1)
Security
78(1)
The Call Accounting System
78(1)
Guest Call/Maintenance Tracking System
78(1)
Telephone Service and Guest Messaging
78(1)
Three Key Interfaces
78(2)
Real-Time Interface with the GDS/CRS
78(1)
Integration with Activities Management Systems
79(1)
Built-In Revenue Management Tools
80(1)
Graphical User Interface
80(1)
Advantages and Disadvantages of External Technologies
81(2)
Summary
83(1)
Case Study and Learning Activity
83(2)
Key Terms
85(1)
Chapter Questions
85(1)
6 Technology in Meetings and Events 86(12)
Chapter Objective
86(1)
Learning Objectives
86(1)
Chapter Introduction
86(1)
Interview
87(1)
Overview
88(1)
Planning Phase
88(2)
Site Selection and RFPs
88(1)
Event Documentation
89(1)
Registration, Housing, and Travel
89(1)
Marketing and Sponsorships
89(1)
Internet Requirements
90(1)
Event Phase
90(3)
Audio
90(1)
Visual
91(1)
Virtual Meetings
91(2)
Presentation Management System
93(1)
Team Communication
93(1)
Attendee Experience
93(3)
Audience Response and Survey Systems
93(1)
Mobile Application Software
94(1)
Wearable Devices
94(1)
Mobile Payments
94(1)
Signage
95(1)
Event Capture
96(1)
Summary
96(1)
Case Study and Learning Activity
96(1)
Key Terms
97(1)
Chapter Questions
97(1)
7 Maximizing Revenues through Global Distribution 98(21)
Chapter Objective
98(1)
Learning Objectives
98(1)
Chapter Introduction
98(1)
Interview
99(1)
Overview
100(3)
Importance of GDS
103(3)
Developing a Distribution Channel Strategy
106(6)
Finding and Competing for Electronic Shelf Space
106(1)
Cost Implications
107(2)
Understanding Share of Distribution
109(1)
Inadequate GDS Technology Infrastructure
110(1)
How Hotels Find Return on Investment in Third-Party Distribution
110(1)
The Rise in Meta Search Engines
111(1)
Shift in Balance of Power from Supplier to Customer
111(1)
New Models of Distribution and Pricing
111(1)
Accelerated Rates of Change
112(1)
Relinquished Control of the Customer Relationship
112(1)
Trends in Hotel and Resort GDS
112(3)
Disintermediation and Reintermediation
112(1)
Digital Divide
113(1)
Transparency: A Hope for the Future
114(1)
Packaging: The Bundling of Air Tickets, Lodging, and Car Rentals
114(1)
Leveraging Technology to Reduce Overhead
114(1)
Smart Device Apps Applications
115(1)
Shopping Bots
115(1)
Summary
115(1)
Case Study and Learning Activity
116(2)
Key Terms
118(1)
Chapter Questions
118(1)
8 Databases 119(11)
Chapter Objective
119(1)
Learning Objectives
119(1)
Chapter Introduction
119(1)
Interview
120(1)
Overview
121(1)
Structured Data and Database Basics
121(4)
Database Management Systems (DBMSs)
121(2)
Functions of a DBMS
123(1)
Data Extraction and Information Gathering
123(1)
Distributed DBMSs and Cloud Computing
124(1)
Unstructured Data
125(1)
Database Usage
125(3)
Analysis
125(1)
Customer Relationship Management (CRM)
126(1)
CRM in Use
126(2)
Summary
128(1)
Case Study and Learning Activity
128(1)
Key Terms
129(1)
Chapter Questions
129(1)
9 Information to Knowledge 130(11)
Chapter Objective
130(1)
Learning Objectives
130(1)
Chapter Introduction
130(1)
Interview
131(1)
Overview
131(2)
Defining Business Intelligence
133(2)
Information as a Valued Asset
135(1)
Working Smart
136(1)
The Balanced Scorecard
137(1)
The Importance of Infrastructure
138(1)
Summary
139(1)
Case Study and Learning Activity
139(1)
Key Terms
140(1)
Chapter Questions
140(1)
10 Virtual Reality and Augmented Reality Applications for the Tourism and Hospitality Industry 141(13)
Chapter Objective
141(1)
Learning Objectives
141(1)
Chapter Introduction
141(1)
Interview
142(1)
Overview
143(2)
VR Definition
144(1)
AR
144(1)
Technologies for VR and AR
145(4)
Overview of 3D Scanning Technology
145(2)
Types of 3D Scanning Technologies
145(1)
360-Degree Video for Quick VR/AR Scene Generation
146(1)
VR/AR HMD Technologies
147(2)
Tethered VR Headsets
147(1)
Wireless VR Headsets
148(1)
Wireless AR Headsets
148(1)
VR/AR in Tourism and Hospitality: Rationales and Applications
149(2)
Effective Policy Planning and Management
149(1)
Effective Entertainment Tool
149(1)
Education Tool
149(1)
Virtual Attractions at Effective Cost
149(1)
Interactive Dining Experience
149(1)
Easy Translation Capabilities
149(1)
Real-Time and Reliable Navigation
150(1)
Booking Rooms
150(1)
Exploring the Property
150(1)
Restaurant Experiences
150(1)
Local Attractions
150(1)
Marketing
150(1)
Hotel Management
150(1)
Emerging Role of Artificial Intelligence
151(1)
VR/AR Adoption in the Tourism and Hospitality Industry
151(1)
Failures of VR/AR Adoption
152(1)
Summary
152(1)
Case Study and Learning Activity
153(1)
Key Terms
153(1)
Chapter Questions
153(1)
11 Strategic Hospitality Technology Investment 154(17)
Chapter Objective
154(1)
Learning Objectives
154(1)
Chapter Introduction
154(1)
Interview
155(1)
Overview
156(1)
Reducing Expenses and Increasing Profits
156(2)
Decreased Expenses
157(1)
Increased Gross Profits
158(1)
System Examples
158(1)
Cash Flow and Costs
159(1)
System Selection Process
160(6)
Verify/Develop the Conceptual Design for the Enterprise
160(2)
Define Functional and System Requirements for the Component Application(s) and Create Organizational Consensus on the Requirements
162(1)
Compile a Request for Proposal (RFP)
163(1)
Develop a Vendor Short List
163(1)
Solicit Proposals
164(1)
Assess Proposals against Criteria
164(1)
Visit Reference Sites
165(1)
Have Vendors Provide Demonstrations
165(1)
Final Selection
166(1)
Implementation
166(2)
Summary
168(1)
Case Study and Learning Activity
168(2)
Key Terms
170(1)
Chapter Questions
170(1)
Appendix 171(10)
References 181(3)
Index 184
About our author Peter Nyheim, PhD, is a Principal at BizEnglish, a technology agency focusing on English-speaking clientele. Prior to BizEnglish, Dr. Nyheim taught at Penn State University and Drexel University. Dr. Nyheim earned a BA in Government from Lehigh University, an MBA from Drexel University in Information Systems, and a PhD in Workforce Education from Penn State University.