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Human Resources Role in Hospitality Service Quality

In: Strategic Innovative Marketing and Tourism

Author

Listed:
  • Flavio Tiago

    (University of the Azores)

  • Teresa Borges-Tiago

    (University of the Azores)

  • João Couto

    (University of the Azores)

Abstract

Hospitality industry has undergone many changes in the past years, reflecting the sharing economy and customer digital empowerment effects. In this context, the excellence of service provided is a key success factor. This study investigates the themes related to people influence in tourists’ perception of service quality. The proposed model assesses the influence of human resource management on employee behavior and the latter in tourists’ service quality perception in the hospitality sector. The results obtained allow to conclude that human resource management plays an important role, by placing efforts in frontline employees’ values and attitudes and consequently shaping service encounters.

Suggested Citation

  • Flavio Tiago & Teresa Borges-Tiago & João Couto, 2020. "Human Resources Role in Hospitality Service Quality," Springer Proceedings in Business and Economics, in: Androniki Kavoura & Efstathios Kefallonitis & Prokopios Theodoridis (ed.), Strategic Innovative Marketing and Tourism, pages 81-89, Springer.
    • Handle: RePEc:spr:prbchp:978-3-030-36126-6_10
    DOI: 10.1007/978-3-030-36126-6_10
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    Cited by:

    1. Christos Papademetriou & Sofia Anastasiadou & Stylianos Papalexandris, 2023. "The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses," Sustainability, MDPI, vol. 15(10), pages 1-23, May.
    2. Muhammad Tariq & Muhammad Yasir & Abdul Majid, 2020. "Promoting employees' environmental performance in hospitality industry through environmental attitude and ecological behavior: Moderating role of managers' environmental commitment," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 3006-3017, November.

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