酒店管理与运作HOTEL MANAGEMENT英文版（498页）

　　酒店管理与运作HOTEL MANAGEMENT：

　　1.1 Introduction 1 1.6 Customer Relationship Management—A

　　1.2 The Hotel Development Process 5 Driver for Change in the Structure of the

　　John Dew U.S. Lodging Industry 36

　　Gabriele Piccoli, Peter O’Connor,

　　1.3 How Well Does the Branded Distribution

　　Claudio Capaccioli, and Roy Alvarez

　　Company Allow Independent Hotels to

　　Compete with the Chains? 14 1.7 Spas and the Lodging Industry 50

　　Peter Cass Peter C. Anderson

　　References 67

　　1.4 The Art and Science of Opening

　　a Hotel 21 Suggested Readings 68

　　Source Notes 68

　　Tom Dupar

　　1.5 On-line Pricing: An Analysis of

　　Hotel-Company Practices 26

　　Peter O’Connor