Quality and human resource management.

Abstract

This chapter examines the distinctive role and function of the human resource in service quality in leisure and tourism organizations and the key elements in its management. It focuses on the relationship between quality management approaches and human resource management. Topics covered include: the relationship between the ethos and philosophy of a leisure or tourism organization and the management of its human resource in the achievement of service quality; the role of internal marketing in developing necessary values, attitudes and behaviours for culture change; the role of education, training and personal development in the provision and management of the service encounter; and methods for enabling and encouraging front-line staff to exercise independent judgment.

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