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2020 | OriginalPaper | Chapter

Human Resources Role in Hospitality Service Quality

Authors : Flavio Tiago, Teresa Borges-Tiago, João Couto

Published in: Strategic Innovative Marketing and Tourism

Publisher: Springer International Publishing

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Abstract

Hospitality industry has undergone many changes in the past years, reflecting the sharing economy and customer digital empowerment effects. In this context, the excellence of service provided is a key success factor. This study investigates the themes related to people influence in tourists’ perception of service quality. The proposed model assesses the influence of human resource management on employee behavior and the latter in tourists’ service quality perception in the hospitality sector. The results obtained allow to conclude that human resource management plays an important role, by placing efforts in frontline employees’ values and attitudes and consequently shaping service encounters.

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Title: Human Resources Role in Hospitality Service Quality
Authors: Flavio Tiago
Teresa Borges-Tiago
João Couto
Publisher: Springer International Publishing
Book: Strategic Innovative Marketing and Tourism
Print ISBN: 978-3-030-36125-9

Electronic ISBN: 978-3-030-36126-6

Copyright Year: 2020
DOI: https://doi.org/10.1007/978-3-030-36126-6_10

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