Purpose–To assess the attitudes toward service delivery of employees in Australian hotels with a long-term view of establishing job service “norms” against which candidates may be ultimately evaluated. Design/methodology/approach–Lee-Ross's Service Predisposition Instrument (SPI)...

Frontmatter -- CONTENTS -- PREFACE -- CHAPTER 1. THE NATURE OF THE BEAST: HUMAN RESOURCES MANAGEMENT AND THE TOURISM CONTEXT -- CHAPTER 2. CHANGE,WHAT CHANGE? HUMAN RESOURCES PLANNING IN A CONTEMPORARY ENVIRONMENT -- CHAPTER 3. MANAGING THE PROCESS -- CHAPTER 4. PERFORMING OR IGNORING:MANAGEMENT...