Journal ArticleDOI
Promoting service quality in tourist hotels: the role of HRM practices and service behavior
Sheng-Hshiung Tsaur,Yi-Chun Lin +1 more
Reads0
Chats0
TLDR
In this article, the authors explored the relationship between human resource management practices, service behavior and service quality in tourist hotels and found that HRM practices had partially a direct effect on customer perceptions of service quality and an indirect effect through employees' service behavior.About:
This article is published in Tourism Management.The article was published on 2004-08-01. It has received 352 citations till now. The article focuses on the topics: Service design & Service quality.read more
Citations
More filters
Journal ArticleDOI
The Human Dimension: A Review of Human Resources Management Issues in the Tourism and Hospitality Industry
TL;DR: Human resources are often seen as one of the most important assets of tourism and hospitality organizations as discussed by the authors, and numerous studies have examined how employee performance can be managed to contribute to tourism and tourism.
Journal ArticleDOI
The effect of green human resource management on hotel employees’ eco-friendly behavior and environmental performance
TL;DR: In this paper, the authors examined how to improve employees' eco-friendly behavior and hotels' environmental performance through green human resource management and found that green human resources management enhances employees' organizational commitment, their ecofriendly behavior, and hotel's environmental performance.
Journal Article
Impact of Training and Development on Organizational Performance
TL;DR: In this paper, the impact of training and development, on-the-job training, training design and delivery style on organizational performance has been investigated and four Hypotheses are developed to see the Impact of all the independent variables on the overall organizational performance.
Journal ArticleDOI
Service quality and the training of employees: The mediating role of organizational commitment
TL;DR: In this article, the authors examined the attitudes of employees working in Indian hotels catering to tourists and analyzed their perception of training opportunities and the impact of such training on the service provided to guests.
Journal ArticleDOI
The impact of HRM practices on organisational performance in the Indian hotel industry
TL;DR: In this paper, the authors investigate whether some specific characteristics of hotels affect organisational performance in the hotel industry in India; and whether some HRM systems affect organizational performance of hotels in India.
References
More filters
Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Estimating Nonresponse Bias in Mail Surveys
TL;DR: This article used subjective estimates and extrapolations in an analysis of mail survey data from published studies for estimates of the magnitude of bias and found that the use of extrapolation led to substantial improvements over a strategy of not using extrapolation.
Journal ArticleDOI
Market orientation: Antecedents and consequences
TL;DR: In this paper, the authors address three questions: (1) Why are some organizations more market-oriented than others? (2) What effect does a market orientation have on employees and business performance? (3) D...
Related Papers (5)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
A Conceptual Model of Service Quality and Its Implications for Future Research
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more