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.

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)
URI http://vuir.vu.edu.au/id/eprint/15406
Subjects Current > FOR Classification > 1506 Tourism
Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Current > FOR Classification > 1503 Business and Management
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
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