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Mind Map 2: Line managers' views on adopting human resource roles: The…
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In 2001, Hilton hotels initiated a service quality approach (Equilibrium), with HR strategy and employee training and development club (Esprit).
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Overall, the strategic managers indicate a slightly greater level of involvement in HR activities than the first-line managers.
The results in this survey indicate that none of these issues are of concern to strategic managers, although departmental managers and supervisors rated the HR function and the working relationship with HR lower than senior managers.