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The service sector of the American economy is expanding very rapidly at a greater than 6 per cent annual growth rate during the 1984‐88 period. The extraordinary growth of the service sector in the last two decades has focused attention on the challenges of effective management of service...
Persistent link: https://www.econbiz.de/10014790532
The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...
Persistent link: https://www.econbiz.de/10014762458
This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial...
Persistent link: https://www.econbiz.de/10014762540
Profiles the Hilton Group plc and some of the human resources issues that arise from operating an international portfolio of 500 hotels, with more than 60,000 employees in 50 countries. Expansion in 1999 triggered an extensive market research exercise to determine customer expectations of the...
Persistent link: https://www.econbiz.de/10014762550
Investigates problem‐solving response styles among a sample of school leavers, many of whom will soon seek employment in the hospitality/tourism industry. Also explores a range of human resource management variables which may predict major response styles. Notes the emergence of two...
Persistent link: https://www.econbiz.de/10014763369
Examines aspects of change as reflected by articles published in the Hospitality Research Journal during the seven‐year period from 1989‐1995. Discusses how change (demographic, technological, societal, legal, cultural or ethical) is likely to influence the industry in relation to six...
Persistent link: https://www.econbiz.de/10014763384
Reviews articles published during 1996 in the Hospitality Research Journal , Cornell Hotel and Restaurant Administration Quarterly and Florida International University Review . Identifies recent contributions to the literature in these North American‐based journals with reference to: people...
Persistent link: https://www.econbiz.de/10014763429
Purpose – The aim of this paper is to examine how personality composition in teams related to team taskwork understanding (TTU) and transactive memory systems (TMS) over time. Additionally, the study examined the relationship between TTU and TMS, and three team criteria variables: performance,...
Persistent link: https://www.econbiz.de/10014764233
In the drive for total quality, the interdependence of staff motivation, performance measurement, and rewards will be stressed. Turning the wheel of quality improvement – continuously – involves designing a good fit for these elements within the change processes and, more, reassessing the...
Persistent link: https://www.econbiz.de/10014760109
Asserts that managing service quality demands an integrated approach. Contends that top management commitment, robust operating systems, human resources management, and understanding and measuring customer needs, are essential to creating a competitive advantage. Identifies the key elements to...
Persistent link: https://www.econbiz.de/10015033771