March 2010

Cover Story:

How iPizza is Done

Abigail A. Lorden, Editor-in-Chief

Since its official release in July 2009, Pizza Hut's revolutionary and award-winning iPhone/iPod touch application has created an innovation 'explosion' in the mobile communication front. Pizza Hut's Baron Concors, CIO; Kevin Fish, project manager; and Carlos Chavez, director of eCommerce technology dish on the winning strategy that launched its first-to-market, million-dollar food ordering application.


POS: Always a Hot Topic

Abigail A. Lorden, Editor-in-Chief

Hot information technology topics may ebb and flow depending upon what's happening in the world of hospitality technology and customer service. But there's always one area that, no matter what, ranks at the top of the list: point of sale.

Front Burner:

Hospitality Struck Hard by Hackers in 2009


According to the 2010 Global Security Report, hospitality data breaches accounted for a whopping 38% of all breaches investigated by Trustwave SpiderLabs; software-based point of sale systems were identified as the most frequently breached area across all of the industries involved in the study.

On Property:

IP-Converged Networks

Vicki Powers, Contributing Editor

What's the best way to create a converged wireless infrastructure? Hotels weigh the pros and cons of rip-and-replace versus reuse and recycle. At the end of the day, though, does it all come down to balancing budgets against customers' needs?

Point of Service:

Self-Service's Future Comes into Focus

Rory Gardner, Analyst, VDC Research

According to recent reports, the hospitality self-service market is expected to experience a compound annual growth rate of 11.3%, as penetration and adoption rates improve. VDC Research identifies and analyzes the now- and near-term opportunities and threats impacting North America.

Intelligent Biz:

Twitter Tools to the Rescue

Christina Volpe, Associate Editor

Twitter is taking hospitality e-marketing by storm, yet this social tool is not without its challenges. Get educated on a host of specialized Twitter tools and applications that are designed to help operators to better manage and analyze their social networking efforts.

Killer Apps:

The Science Behind Margaritas' Site Selection Process

Kenneth Cox, Chief Financial Officer, Margaritas Mexican Restaurants

As Margaritas prepared to launch the most aggressive expansion plan in its history, the company saw the need to put more science behind its site location decisions. Learn how a customer analytics company is aiding Margaritas in its efforts.

Last Words:

A 'Breach' in Customer Loyalty

Cihan Cobanoglu

A University of Delaware study uncovers the impact of credit card breaches on service quality, guest satisfaction, future revisit intention and the likelihood of guests recommending the brand/hotel to others.

Vantage Point:

Video Analytics Reincarnated

Christina Volpe, Associate Editor

Thanks to spill over from military and government agencies, video surveillance systems in hospitality are becoming more and more sophisticated through the integration of analytic applications that turn traditional video into uber intelligence gathers.


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