Service provider training programs at odds with customer requirements in five-star hotels

Article Abstract:

Managers and operators of five star hotel chains must train their staff to deliver efficient and personal service which goes beyond mere politeness or courtesy to guests. Adequate training must be provided to staff to be able to address customers' demands and expectations for service. Areas which need attention include continuing training and review for customer service staff, the encouragement of flexibility in addressing customer demands, and the training of staff to be adaptable to different services.

Research, Customer service, Services industry, Service industries, Management training, Hotel and motel management

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Competitive benchmarking of Korean luxury hotels using the analytic hierarchy process and competitive gap analysis

Article Abstract:

Service firms' commitment to providing quality service requires that they establish reliable service quality standards. In developing reliable service quality standards, service firms should regularly conduct competitive benchmarking by assessing their service performance against that of the market leader. A research study involving Korean luxury hotels' use of competitive benchmarking is presented. These hotels undertook benchmarking through an analytic hierarchy process and competitive gap analysis.

Standards, Analysis, Usage, Competition (Economics), Employee performance appraisals, Performance appraisals, Benchmarks, Benchmarking, Korea

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Closing the gaps: service quality in sport tourism

Article Abstract:

Customer input is vital in assessing the quality of sport tourism organizations, and it is therefore crucial that management be aware of customer perceptions and preferences.

All Other Amusement and Recreation Industries, AMUSEMENT & RECREATION SERVICES, Recreation, Arts, Entertainment, and Recreation, Amusement and recreation, not elsewhere classified, Recreation NEC, Canary Islands, Leisure industry, Entertainment industry, Resorts, Club La Santa

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