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

111 672 1484 5 1155 document 1484 Customer_SatisfactionTraining__TQM_18th_April_2005.pdf application/pdf 334333 2011-09-09 10:19:50 https://vuir.vu.edu.au/111/3/Customer_SatisfactionTraining__TQM_18th_April_2005.pdf 111 3 application/pdf text en public

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/document/1484 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/document/1484 http://eprints.org/relation/isCoversheetVersionOf https://vuir.vu.edu.au/id/document/1484 archive 664 disk0/00/00/01/11 2009-12-07 23:08:37 2021-08-27 14:09:35 2010-02-02 03:12:58 article show Chartrungruang Bung-On Chartrungruang, Bung-On Turner Lindsay W Turner, Lindsay W King Brian King, Brian Waryszak Robert Waryszak, Robert Customer satisfaction, training and TQM: a comparative study of Western and Thai hotels pub HospitalityTourismMarketing 350000 ResPubID: 11363, ResPubID10835. TQM, training, customer satisfaction, hotel service quality, hospitality industry 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. 2006 published Haworth Press 10.1300/J171v05n01_04 http://www.tandfonline.com/doi/abs/10.1300/J171v05n01_04 51481 2 2377638 dark_document 51481 KingBimg-1281742-0001.pdf application/pdf 1f66cf816ea9c6f2624bc1eb75812e93 MD5 25138 2020-06-17 00:34:55 111 5 5 application/pdf text Submission and Permission Form en staffonly

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other public Journal of Human Resources In Hospitality & Tourism 5 1 51-75 TRUE 1533-2845 Includes bibliographical references: pp. 72-75 FALSE 8 2-s2.0-33746840110 2023-07-01 04:00:42