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9780471478492

Hospitality Information Systems And E-Commerce

by
  • ISBN13:

    9780471478492

  • ISBN10:

    0471478490

  • Format: Paperback
  • Copyright: 2005-03-01
  • Publisher: Wiley

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Summary

Up-to-date coverage of how technology impacts management in the hospitality industryIn order to succeed in today's business world, hospitality managers must have a wealth of knowledge when it comes to technology. Hospitality Information Systems and E-Commerce provides this essential information. Covering the technology used in each segment of the hospitality industry - lodging, foodservice, and tourism - this insightful book emphasizes the management decisions necessary to purchase, implement, and execute technology initiatives in a hospitality operation.Packed with industry examples that illustrate the influence of technology on management and customer service, Hospitality Information Systems and E-Commerce: Provides an overview of information technology basics, including computer hardware, software, and networks Covers electronic commerce (e-commerce) and its impact on the hospitality industry, as well as how managers can implement successful e-commerce strategies into their business Features interviews with information technology professionals in the hospitality industry Includes "On the Job" vignettes that show readers how the concepts covered in each chapter translate into the management of a hospitality operation Contains a practical glossary of technical terminology Hospitality Information Systems and E-Commerce offers an in-depth look at how hospitality managers can most effectively use technology to benefit their business, and is a must-have resource for students and professionals seeking to learn more about this cutting-edge topic.

Author Biography

D. V. Tesone, Phd, is Assistant Professor of Hospitality at the Rosen School of Hospitality Management at the University of Central Florida. He is the author of several textbooks as well as articles that have been published in the Journal of Hospitality and Tourism Education and the Journal of Applied Hospitality Management.

Table of Contents

Preface xiii
PART I General Applications
1(90)
Understanding Hospitality Information Systems and Information Technology
3(22)
Chapter Objectives
3(1)
On-the-Job Training
4(1)
Introduction
4(1)
Understanding the Components of Systems Theory
5(9)
Analyzing Systems Theory in General
5(1)
What Are the Differences between Mechanistic and Organic Systems?
6(2)
What Are Linear Systems?
8(3)
Evolution of Management Information Systems
11(2)
Tech Talk: Advice from the Experts in Hospitality Information Systems
13(1)
Reviewing Information Systems Planning, Analysis, and Evaluation
14(7)
On-the-Job Training. . . Continued
20(1)
Summary
21(4)
Discussion Questions
21(1)
Key Terms
21(2)
References
23(2)
Computer Hardware for Hospitality
25(24)
Chapter Objectives
25(1)
On-the-Job Training
26(1)
Introduction
27(1)
Computer Hardware Classifications
27(7)
Input Devices
34(3)
Output Devices
37(2)
Storage Devices
39(3)
Primary Storage
39(1)
Secondary Storage
40(2)
Other Hardware Components
42(2)
Peripherals
42(1)
Internal Components
42(1)
External Components
43(1)
On-the-Job Training . . . Continued
44(1)
Summary
44(5)
Discussion Questions
45(1)
Key Terms
46(1)
References
47(2)
Computer Software for Hospitality
49(22)
Chapter Objectives
49(1)
On-the-Job Training
50(1)
Introduction
50(2)
Word-Processing Programs
52(1)
Spreadsheet Application Programs
53(2)
Database Programs
55(3)
Hierarchy of Data
55(1)
Database Management
56(1)
Database Security
57(1)
Other General-Purpose Application Programs
58(2)
Presentation Software
58(1)
Desktop Publishing Software
59(1)
E-Mail Software
59(1)
Web Software
59(1)
Operating System Software
60(3)
Three Main Functions of Operating Systems
61(1)
Other Operating System Maintenance Tasks
62(1)
Programming Language Development
62(1)
Business Software for Hospitality Organizations
63(2)
Proprietary Systems and Open Platforms
63(1)
Rent or Buy?
64(1)
Decision Support Systems
65(1)
Artificial Intelligence Software
65(3)
On-the-Job Training . . . Continued
67(1)
Summary
68(3)
Discussion Questions
69(1)
Key Terms
69(1)
References
70(1)
Computer Networks and Telecommunications for Hospitality
71(20)
Chapter Objectives
71(1)
On-the-Job Training
72(1)
Introduction
72(1)
Networking Data Resources
73(1)
Computer Networks
74(6)
Topologies
75(2)
Network Connections
77(2)
Telecommunications Media
79(1)
Network Operating Systems
80(7)
Intranets
80(1)
Extranets
81(1)
Connectivity and the E-Business Environment
81(1)
Developing Technologies
82(1)
Using the Internet
83(1)
Internet Service Providers
84(1)
Network Connections
84(2)
On-the-Job Training . . . Continued
86(1)
Summary
87(4)
Discussion Questions
88(1)
Key Terms
88(1)
References
89(2)
PART II Hospitality Management and the Internet
91(58)
Electronic Commerce (E-Commerce)
93(18)
Chapter Objectives
93(1)
On-the-Job Training
94(1)
Introduction
94(1)
E-Commerce Transactions
95(2)
The Four Levels of E-Commerce Transactions
95(1)
Intranets and Extranets
96(1)
Span and Scope of E-Commerce
97(4)
Management Information Systems
98(1)
Marketing
98(2)
Accounting
100(1)
Operations
100(1)
Human Resources
100(1)
E-Commerce Applications for Hospitality Organizations
101(3)
Lodging
101(2)
Travel and Foodservice
103(1)
Meetings and Events
103(1)
Recreation and Entertainment
103(1)
Technical Components of E-Commerce
104(5)
Front and Back Ends
104(2)
Processing Features of E-Commerce Networks
106(1)
Access Process for Web Users
106(2)
On-the-Job Training . . . Continued
108(1)
Summary
109(2)
Discussion Questions
109(1)
Key Terms
109(2)
E-Information and Distribution Systems
111(18)
Chapter Objectives
111(1)
On-the-Job Training
112(1)
Introduction
112(1)
Hospitality Business Functions
113(3)
The Productivity Process
113(3)
Stakeholder Groups
116(1)
E-Business Processes
116(4)
Supply Chain Management and Enterprise Resource Planning
116(1)
Marketing Support Technologies
117(2)
Holistic E-Commerce Approach
119(1)
Enterprise Resource Planning Systems
120(5)
Managers' Use of Information Systems
122(1)
Management Reports
122(1)
Decision Support Systems
123(2)
Artificial Intelligence
125(2)
On-the-Job Training . . . Continued
126(1)
Summary
127(2)
Discussion Questions
127(1)
Key Terms
127(1)
References
128(1)
E-Business Strategies and Solutions
129(20)
Chapter Objectives
129(1)
On-the-Job Training
130(1)
Introduction
130(1)
Strategic Planning Process
131(5)
Examination of External and Internal Environments
132(1)
Analysis of Strengths and Weaknesses
133(1)
Articulation of Mission Statement
133(1)
Development of Action Plans
133(1)
Setting Objectives
134(1)
Guidelines for Setting Objectives
135(1)
Management by Objectives (MBO)
135(1)
E-Business Solutions
136(6)
Steps for Solving Systems Problems
139(3)
Collaborative Knowledge Management
142(3)
On-the-Job Training . . . Continued
144(1)
Summary
145(4)
Discussion Questions
145(1)
Key Terms
146(1)
References
147(2)
PART III Hospitality Functional Application
149(106)
Computer Reservation Systems (CRS) and Global Distribution Systems (GDS)
151(18)
Chapter Objectives
151(1)
On-the-Job Training
152(1)
Introduction
152(2)
Electronic Reservation Systems
154(1)
Evolution of Central Reservation System Networks
154(4)
Modern Networks
158(5)
Real-Life Example: Networks at Wingate and Ritz-Carlton
158(1)
Networking in Hospitality Operations and the Job of the CIO
159(1)
Mixed-Functional Transaction Processing and Global Distribution Systems
160(1)
Airlines and Global Distribution Systems
160(3)
Hotel Distribution Intermediaries
163(1)
Applications of Speech Technology to Distribution Systems
164(3)
On-the-Job Training . . . Continued
166(1)
Summary
167(2)
Discussion Questions
167(1)
Key Terms
168(1)
References
168(1)
Property Management Systems and Point-of-Sale Systems
169(26)
Chapter Objectives
169(1)
On-the-Job Training
170(1)
Introduction
170(1)
Transaction-Processing Systems
171(2)
Process Control and Management Reports
173(2)
Database Interfaces
175(4)
PMS Interfaces
179(3)
Call Accounting Systems
182(1)
Tech Talk: Advice from the Experts in Hospitality Information Systems
183(2)
Other Services and Other Interfaces
185(8)
Back-of-the-House Systems
187(2)
Wireless POS Options
189(2)
Catering and Convention POS Systems
191(2)
On-the-Job Training . . . Continued
193(1)
Summary
193(2)
Discussion Questions
193(1)
Key Terms
194(1)
Accounting Control and Production Systems
195(28)
Chapter Objectives
195(1)
On-the-Job Training
196(1)
Introduction
196(1)
Accounting and Finance Functions
197(7)
Traditional Accounting Processes and Reports
199(1)
Accounting Databases and Their Components
199(1)
Acounting Information Systems
200(2)
Financial Management Systems and Cash Management
202(2)
Procurement Systems
204(2)
Purchasing
204(1)
Delivery
205(1)
Inventory Management
206(1)
Tracking Technologies
206(2)
Other Technology-Based Trends
208(1)
Wireless Connectivity
209(1)
The Impact of Technology on Employment
210(1)
Production Systems
211(8)
On-the-Job Training . . . Continued
218(1)
Summary
219(4)
Discussion Questions
220(1)
Key Terms
220(1)
References
221(2)
Marketing and Human Resources Management Systems
223(16)
Chapter Objectives
223(1)
On-the-Job Training
224(1)
Introduction
224(1)
Marketing Systems
225(6)
Human Resources Management
231(5)
Human Resources Information Systems
232(3)
On-the-Job Training . . . Continued
235(1)
Summary
236(3)
Discussion Questions
237(1)
Key Terms
237(1)
References
237(2)
Safety, Security, and Physical Plant Systems
239(16)
Chapter Objectives
239(1)
On-the-Job Training
240(1)
Introduction
240(1)
Data Resource Security
241(2)
Computer Privacy and Worker Surveillance
243(2)
Safety and Security Systems
245(4)
Physical Plant Systems
249(3)
On-the-Job Training . . . Continued
251(1)
Summary
252(3)
Discussion Questions
252(1)
Key Terms
253(1)
References
253(2)
Glossary 255(12)
Index 267

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The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

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