Predictors of customer service training in hospitality firms

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Title Predictors of customer service training in hospitality firms
Author Butcher, Kenneth John; Sparks, Beverley; McColl-Kennedy, Janet
Journal Name International Journal of Hospitality Management
Year Published 2009
Place of publication United Kingdom
Publisher Elsevier
Abstract Small hospitality firms have a reluctance to embrace business improvement activities in general and customer service training in particular. In a survey of 255 hospitality firms, this study investigated a range of predictors for owner–managers to adopt specific customer service training activities, in a series of regression equations. It was found that, in general, those firms that placedmore importance on customer service training were willing to take up more training activity. In addition, it was found that predictors for specific customer service training activities, such as benchmarking best practice or mystery shopping, varied between types of activity and with a general intention to consider customer service training.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1016/j.ijhm.2008.10.004
Volume 28
Issue Number 3
Page from 389
Page to 396
ISSN 0278-4319
Date Accessioned 2010-02-09
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Commerce, Management, Tourism and Services
URI http://hdl.handle.net/10072/30446
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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