Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1010114 | International Journal of Hospitality Management | 2009 | 8 Pages |
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 placed more 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.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Ken Butcher, Beverley Sparks, Janet McColl-Kennedy,