A study of training methodology for customer contact employees in Spain, and implications on service quality
Studies on training for customer contact employees in the hotel industry have not been found in Spain. In the United States, ample research has been conducted in the areas of training, service quality, and customer satisfaction. However, studies on training programs for customer contact employees, a...
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| Format: | Dissertation |
| Language: | English |
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ProQuest Dissertations & Theses
01-01-1996
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| Online Access: | Get full text |
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| Summary: | Studies on training for customer contact employees in the hotel industry have not been found in Spain. In the United States, ample research has been conducted in the areas of training, service quality, and customer satisfaction. However, studies on training programs for customer contact employees, and studies that address the influence of customer contact employees on customers' perceptions of quality are fairly new. This exploratory study was intended to evaluate the training methodology provided to customer contact employees in luxury properties in Spain, to assess perceptions of effectiveness of such training methods, and to relate such methodology to perceptions of service quality. It was found that a property's commitment to customer service might be related to the ratio of customer contact employees to total number of employees, that importance given to training might differ according to hotel ownership, and that most training is conducted on-the-job. |
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| ISBN: | 9780591065350 0591065355 |