service quality. Specifically, it is intended that through empowerment employees will be more committed to successful service … empowering employees. Four different motives can be identified. These shape the nature of the initiatives selected in an …

The focus of this article is the perspective of customer contact‐employees on service failure and service recovery …. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They …‐contact employees with regard to training, empowerment and team‐building activities.  …

The process whereby new recruits are brought into the firm is an important element of human resource management … induction programme and management programmes need to ensure that unit managers are themselves trained to train and their …

. This study examined exposure to stressors among student‐employees (i.e. those enrolled in hospitality programs while …

of importance were the production index and the gross domestic product in impacting on the number of hotel employees … hired by hotel management.  …

management of hospitality organizations and manufacturing organizations. The literature was divided into three areas: organizing …

. Design/methodology/approach – Hospitality industry employees were interviewed to find out if transformational leadership used … leadership implementation. Practical implications – If employees perceive that their managers are using high …