The role of human resource practices in achieving quality enhancement and cost reduction: an investigation of volunteer use in tourism organizations

1313 32 68960 2 2408629 document 68960 lightbox.jpg image/png e367ccb1ec5cd78e536c6a1d8afda8d5 MD5 40526 2020-10-12 00:56:59 https://vuir.vu.edu.au/1313/2/lightbox.jpg 1313 2 2 image/png other Thumbnails conversion from text to thumbnail_lightbox en staffonly

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/dark_document/68911 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/dark_document/68911 http://eprints.org/relation/issmallThumbnailVersionOf https://vuir.vu.edu.au/id/dark_document/68911 archive 293 disk0/00/00/13/13 2009-01-19 11:31:40 2021-08-27 07:41:08 2009-01-19 11:31:40 article show Jago Leo Kenneth Jago, Leo Kenneth Deery Margaret Deery, Margaret The role of human resource practices in achieving quality enhancement and cost reduction: an investigation of volunteer use in tourism organizations pub 350000 chtr Australia, cost reduction, human resource management, information centres, service quality, volunteers Explores the role of human resource management (HRM) - namely the impact of paid staff versus volunteers - in facilitating cost reduction and quality enhancement strategies within tourism organizations in Australia. Acknowledges the increasing role of volunteers within the Australian tourism sector, and discusses general issues relating to the economic value and service quality generated by paid staff versus volunteers. Describes the study methodology; bases findings on the analysis of data derived from surveys of paid staff, volunteers and customers at two visitor information centres in Australia. Determines that, despite the expense of recruitment, training and rewarding, the use of volunteers generates significant cost reductions. Provides both qualitative and quantitative evidence that the use of volunteers (given proper training and support) does not compromise service quality. Discusses the HRM practices employed by the visitor information centres, namely training, recruitment and teambuilding initiatives. Concludes, overall, that the use of volunteers provides organizations with opportunities for cost reduction without compromising quality. 2002 published MCB publications Ltd. 10.1108/09596110210433754 http://www.emeraldinsight.com/10.1108/09596110210433754 68911 2 2408564 dark_document 68911 Jago Leo.pdf application/pdf bc274abcc6c3713b924c590a865ad583 MD5 71790 2020-10-12 00:46:48 1313 1 1 application/pdf text Generic Permission Form en staffonly

Jago Leo.pdf

other none International journal of contemporary hospitality management 14 5 229-236 TRUE 0959-6119 FALSE 33 2-s2.0-84986163952 2023-07-01 04:05:30