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ARTICLE 4: Quality service in the international hotel sector A catalyst…
ARTICLE 4: Quality service in the international hotel sector A catalyst for strategic human resource development?
INTRODUCTION
To analyze a service quality initiative in an international hotel company from strategic human resource development (SHRD) perspective. Integral to this aim is coverage of three related subjects, namely:
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the examination of an international case, the Hilton Group plc.’s hotel
operation.
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The purpose of the research is to examine the relationship between a quality service initiative recently introduced to the case organization and human resource development (HRD) at a strategic level.
Garavan’s(1991) nine characteristics are used in conjunction with McCracken and Wallace’s (2000a) enhanced version of SHRD to analyze the case study.
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