Customer satisfaction, training and TQM: a comparative study of Western and Thai hotels

Chartrungruang, Bung-On, Turner, Lindsay W, King, Brian and Waryszak, Robert (2006) Customer satisfaction, training and TQM: a comparative study of Western and Thai hotels. Journal of Human Resources In Hospitality & Tourism, 5 (1). pp. 51-75. ISSN 1533-2845


Managers within the hospitality industry make frequent reference to TQM principles. The extent to which these principles are applied effectively within the human resource management area of hospitality however remains under-researched. By applying TQM principles, this paper focusses on the relationship between customer service and training drawing upon comparative data from Western and Thai hotels. The paper also examines the perceptions of staff towards of hotels' guest-orientation and the provision of quality guest services. The researchers found that guest assessments of the performance of hotel frontline staff depend on their services function (e.g., front-office, housekeeping). The service quality skills needed by frontline staff were also found to differ in the case of Western and Thai hotels. Such differences merit proper consideration on the part of managers within the major hotel chains. The various findings may assist hospitality managers to determine appropriate strategies for the enhancement of guest services particularly in cross-cultural settings.

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Item type Article
DOI 10.1300/J171v05n01_04
Official URL
Subjects Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Historical > RFCD Classification > 350000 Commerce, Management, Tourism and Services
Keywords ResPubID: 11363, ResPubID10835. TQM, training, customer satisfaction, hotel service quality, hospitality industry
Citations in Scopus 8 - View on Scopus
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