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Relationship between staff selection and training based upon TQM principles and guest satisfaction with service quality in hotel settings

Chartrungruang, Bung-On (2002) Relationship between staff selection and training based upon TQM principles and guest satisfaction with service quality in hotel settings. PhD thesis, Victoria University of Technology.

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Abstract

This thesis proposes a theoretical model that aims to explain the relationship between staff selection and training based on the principles of Total Quality Management (TQM) and guest satisfaction in 4-5 star hotels in the USA and Australia and Thailand. This exploratory research aims to generate emphical evidence concerning the relationship between TQM, guest satisfaction and human resource performance.

Item Type: Thesis (PhD thesis)
Uncontrolled Keywords: Hotel Employees, Selection and appointment, customer services, consumer satisfaction, employee training, Total quality management, staff selection, staff training, recruitment, guest satisfaction, Australia, Thailand, human resources, staff performance
Subjects: FOR Classification > 1506 Tourism
Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
FOR Classification > 1503 Business and Management
Depositing User: VU Library
Date Deposited: 16 Jul 2010 06:08
Last Modified: 23 May 2013 16:43
URI: http://vuir.vu.edu.au/id/eprint/15406
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