Predictors of customer service training in hospitality firms

Butcher, K., Sparks, B. and McColl-Kennedy, J. (2009) Predictors of customer service training in hospitality firms. International Journal of Hospitality Management, 28 3: 389-396. doi:10.1016/j.ijhm.2008.10.004

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Author Butcher, K.
Sparks, B.
McColl-Kennedy, J.
Title Predictors of customer service training in hospitality firms
Journal name International Journal of Hospitality Management   Check publisher's open access policy
ISSN 0278-4319
Publication date 2009
Year available 2008
Sub-type Article (original research)
DOI 10.1016/j.ijhm.2008.10.004
Volume 28
Issue 3
Start page 389
End page 396
Total pages 8
Editor A. Pizam
Place of publication London, United Kingdom
Publisher Pergamon
Collection year 2009
Language eng
Subject C1
1506 Tourism
1503 Business and Management
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 Hospitality
Customer service
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Available online 6 December 2008.

Document type: Journal Article
Sub-type: Article (original research)
Collections: 2009 Higher Education Research Data Collection
Excellence in Research Australia (ERA) - Collection
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 4 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 7 times in Scopus Article | Citations
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Created: Thu, 16 Apr 2009, 17:30:55 EST by Karen Morgan on behalf of UQ Business School