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.
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|
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