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Training And Service Quality: A Case Study Analysis Of Regional Australian Restaurants, Grant Cairncross, Simon J. Wilde, Lucinda Hutchinson
Training And Service Quality: A Case Study Analysis Of Regional Australian Restaurants, Grant Cairncross, Simon J. Wilde, Lucinda Hutchinson
Dr Simon J Wilde
The incorporation of training procedures, both formal and informal, within hospitality firms is recognised as a vital element in achieving sustainable perceived service quality. Yet, despite this importance, relatively little is known about the extent, nature and determinants of training in hospitality firms in regional Australia. Restaurants in particular have proven hard to analyse because many are what the Australian Bureau of Statistics calls micro-businesses who employ less than five staff, or are small businesses with five to twenty employees, and have little in the way of training resources and expertise in the area. An examination of six restaurants in …
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Human Resource Management, Service Quality, And Economic Performance In Call Centers, Rosemary Batt, Lisa M. Moynihan
Rosemary Batt
This paper examines the relationship between human resource practices, operational outcomes, and economic performance in call centers. The study draws on a sample of 64 call centers serving the mass market in a large telecommunications services company. Surveys of 1,243 employees in the 64 centers were aggregated to the call center level and matched to archival data on service process quality, as measured by customer surveys; call handling time, revenues per call, and net revenues per call. Our path analysis shows that human resource practices emphasizing employee training, discretion, and rewards lead to higher service quality, higher revenues per call, …
Airline Service Quality: Exploratory Analysis Of Consumer Perceptions And Operational Performance In The Us And Eu, Dawna Rhoades
Airline Service Quality: Exploratory Analysis Of Consumer Perceptions And Operational Performance In The Us And Eu, Dawna Rhoades
Dawna L Rhoades PhD
No abstract provided.