Books by Andrew Lockwood
"Food and Beverage Management 4e" provides a complete introduction to this vital area of hospital... more "Food and Beverage Management 4e" provides a complete introduction to this vital area of hospitality management. Now in its fourth edition, this best-selling text has been completely revised and restructured to reflect current practice and teaching and includes updated information on all areas, especially technology, operations and staffing issues. Each chapter has a user friendly structure including aims, exercises and further study hints. "Food and Beverage Management 4e" is the introductory bible for people entering food and beverage management studies or practice. This book tells what is quality and how to manage it. It features topics that include getting started in the restaurant business; menu planning; food and beverage operations and control; staffing issues including recruitment and turnover; marketing including public relations and merchandising; trends and development including franchising and environmental issues; and, real-life cases from industry leaders, including practical examples and illustrations to clearly explain the critical points raised.The book is fully revised and updated with new material relating to food and beverage management operations and technology.
Adopting an innovative systems-based approach, the authors provide the reader with both an unders... more Adopting an innovative systems-based approach, the authors provide the reader with both an understanding of particular services and functions within the hospitality industry and an overview of the industry as whole. Using an array of international case studies, Hospitality Operations provides a comprehensive, integrated analysis of a diverse and complex industry.
The Management of Hotel Operations adopts an innovative approach to the study of hotel management... more The Management of Hotel Operations adopts an innovative approach to the study of hotel management based on the concept of key result areas. The book identifies and explores the fundamental issues facing the manager - such as profitability, productivity and quality - and examines alternative strategies for achieving successful performance. The authors have drawn both on current industry practice and on recent research and theoretical studies to demonstrate how hotel management can be made more effective. Throughout the text, a hotel is broadly defined to enable comparisons between independent hotels, chain hotels, hostel accommodation and hospitals.
Butterworth-Heinemann Linacre House, Jordan Hill, Oxford OX2 8DP 225 Wildwood Avenue, Woburn, MA ... more Butterworth-Heinemann Linacre House, Jordan Hill, Oxford OX2 8DP 225 Wildwood Avenue, Woburn, MA 01801-2041 A division of Reed Educational and Professional Publishing Ltd First published 2001 © Reed Educational and Professional Publishing Ltd 2001 All ...
Papers by Andrew Lockwood
People of different nationalities and cultures are commonly present in a majority of service sett... more People of different nationalities and cultures are commonly present in a majority of service settings, especially hospitality related environments such as hotel accommodation, resorts and restaurants. Interaction between these customers may be either problematic of value enhancing due to the differences in their culture. For some customers, the opportunity to meet people of different cultures is an attraction in itself. On the other hand, for other customers, there could exist a clashes of attitudes, behaviours, expectations and values. The commonalities and differences which exist between cultures are widely perceived as relevant to the understanding of consumer behaviour and perceptions in the hospitality industry. This paper highlights the cultural differences among guests and its impact on their evaluation of the service experience when staying in Malaysian back packer hostels. Findings indicate that non-Western an Western customers differ in their evaluation of the hosteling experience.
This paper describes the development and validation of a 24-item scale which aims to measure inte... more This paper describes the development and validation of a 24-item scale which aims to measure interaction quality of service exchange in the hospitality industry. The new scale operationalise the quality of interaction as a function of both cognitive and social aspects of service encounter. Following traditional methods of scale development, the study starts with reviewing the literature, evaluating current measures, and identifying limitations of the existing scale. This is followed by a series of semistructured qualitative interviews to clarify concept and to ensure the new scale captures all aspects of interaction quality. The scale is then validated using a sample from UK population. The scale was found to be valid and reliable measure of interaction quality. The importance of such a scale for the service exchange is discussed.
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Books by Andrew Lockwood
Papers by Andrew Lockwood