 |
Predictors of customer service training in hospitality firms
Butcher, K., Sparks, B. and McColl-Kennedy, J. (2008-12-06) Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 3: 389-396.
|
|
|
| Author(s) |
Butcher, K.
Sparks, B.
McColl-Kennedy, J.
|
| Title |
Predictors of customer service training in hospitality firms
|
| Journal name |
International Journal of Hospitality Management
|
| Publication date |
2008-12-06
|
| Year available |
2008
|
| Volume number |
28
|
| Issue number |
3
|
| ISSN |
0278-4319
|
| Start page |
389
|
| End page |
396
|
| Total pages |
8
|
| Editor(s) |
Pizam, A.
|
| Place of publication |
United Kingdom
|
| Publisher |
Pergamon
|
| Collection year |
2009
|
| Language |
en
|
| Subject |
C1
|
| 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.
|
| Keyword(s) |
hospitality
firm
customer service
training
importance
|
| Additional Notes |
Available online 6 December 2008.
|
|
|
