Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry

Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry

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The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.Figure 17.14: Sample Reaction Evaluation Quality Leadership Please take a few moments to give us some feedback on the quality service training you just completed. Instructions: Please check the box that best represents you or your feelingsanbsp;...


Title:Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry
Author: Salih Kusluvan
Publisher:Nova Publishers - 2003-01-01
ISBN-13:

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