Acta academica karviniensia 2016, 16(3):16-24 | DOI: 10.25142/aak.2016.021

Service Blueprinting a diskrétní simulace v pohostinství v praxi (případová studie)

Jan Hán1, Zdena Lustigová2, Štěpán Chalupa3
1 The Institute of Hospitality Management in Prague, Svídnická 506, 181 00 Pra gue 8, Email: han@vsh.cz
2 The Institute of Hospitality Management in Prague, Svídnická 506, 181 00 Pra gue 8, Email: lustigova@vsh.cz
3 The Institute of Hospitality Management in Prague, Svídnická 506, 181 00 Prague 8, Email: chalupa@vsh.cz

Business process modeling and simulation have become a central aspect of the way businesses understand, support, and communicate about their processes. Frequent prominent approaches this paper deals with are 1/service blueprinting, 2/business process modeling notation (BPMN) and 3/ discrete-event simulation (DES), which might be generally event oriented, activity oriented and process oriented. The use of these approaches in the area of hospitality is still very rare. The authors present the issue, solutions and selected results, obtained from the case study, implemented in Prague, in the4-star hotel in 2015.

Klíčová slova: hotel, modelling, service, simulation
JEL classification: M00

Vloženo: 28. duben 2016; Přijato: 19. říjen 2016; Zveřejněno: 30. září 2016  Zobrazit citaci

ACS AIP APA ASA Harvard Chicago Chicago Notes IEEE ISO690 MLA NLM Turabian Vancouver
Hán J, Lustigová Z, Chalupa Š. Service Blueprinting a diskrétní simulace v pohostinství v praxi (případová studie). Acta academica karviniensia. 2016;16(3):16-24. doi: 10.25142/aak.2016.021.
Sdílet...
Stáhnout citaci
  • BibTeX (.bib)
  • Bookends (.ris)
  • EasyBib (.ris)
  • EndNote (.enw)
  • EndNote 8 (.xml)
  • ISI WoS (.isi)
  • Medlars (.medlars)
  • Mendeley (.ris)
  • MODS (.xml)
  • Papers (.ris)
  • RefWorks (.txt)
  • RefManager (.ris)
  • RIS (.ris)
  • MS Word (.xml)
  • Zotero (.ris)
    • Zobrazit celý článek

    Reference

    1. BARNETT, M. W., 2003. Modelling and simulation at business process management [online]. 1. March 2015 [published 2013] Available at: www.bptrends.com/publicationfiles/11-03%20WP%20Mod%20Simulation%20of%20BPM%20-%20Barnett-1.pdf.
    2. CAMILLO, A. A., 2015. Handbook of Research on Global Hospitality and Tourism Management. Woodbury University, USA: IGI Global. ISBN 9781466686076. Přejít k původnímu zdroji...
    3. DOUGLAS, W., 1986. Jones, Empirical Comparison of Priority Queue and Event Set Implementations. Magazine Communications of the ACM, 29(4), 300-311. Přejít k původnímu zdroji...
    4. FISHMAN, G. S, 2001. Discrete-event simulation: modeling, programming and analysis. New York: Springer. ISBN 978-4419-2892-4.
    5. GONZALES, S., 2013. Copy of Hilton Service Blueprint [online]. Available at: https://prezi.com/xvkv4kipzjtf/copy-of-hilton-service-blueprint/.
    6. HÁN, J., Z. LUSTIGOVÁ and Š. CHALUPA, 2015. System Modelling and Simulation in Hospitality Practice (Case Study). Praha: VŠH, s. 69-79. ISBN 978-80-87411-70-4.
    7. KAZAMZADEH, Y., S. K. MILTON and L. W. JOHNSON, 2015. Service Blueprinting and Business Process Modeling Notation (BPMN): A Conceptual Comparison. Asian Social Science, 11(12). ISSN 1911-2017. Přejít k původnímu zdroji...
    8. LAW, M. A., 2014. Simulation Modeling and Analysis. 5th edition. Mcgraw-Hill. ISBN 978-0073401324.
    9. MATLOFF, N., 2014. Introduction to Discrete-Event Simulation and the SimPy Language [online]. Available at: http://heather.cs.ucdavis.edu/~matloff/156/PLN/DESimIntro.pdf
    10. ROBINSON, S., 2004. Simulation - The practice of model development and use. England: Wiley. ISBN 0-470-84772-7.
    11. THOMPSON, G. and R. VERMA, 2003. Computer simulation in hospitality teaching, practice, and research. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 85-92. ISSN 1938-9663. Přejít k původnímu zdroji...

    Zpět na obsah