Service quality and human resource practices: a theme park case study

Karl J. Mayer

16 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Hospitality and Tourism Education Customer Service Quality and Loyalty Human Resource and Talent Management

Abstract

This article uses a case study approach to examine how human resource practices affect the delivery of guest services at a large theme park. The theme park uses a four‐pronged approach in managing its human resource function to ensure that service quality standards are maintained. Other hospitality firms can compare their human resource policies to those outlined in this article to guide their own efforts.

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1996Services Marketing: Integrating Customer Focus Across the Firm

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2010Empowerment in hospitality organizations: Customer orientation and organizational support 2014Employment characteristics and retention predictors among hourly employees in large US theme parks and attractions 2012Service design: Suggesting a qualitative multistep approach for analyzing and examining theme park experiences 2006A Highlight of Tourism and Hospitality Education Issues in Taiwan

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