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dc.contributor.authorButcher, Kennethen_US
dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorMcColl-Kennedy, Janeten_US
dc.date.accessioned2017-05-03T13:10:37Z
dc.date.available2017-05-03T13:10:37Z
dc.date.issued2009en_US
dc.date.modified2010-06-29T06:44:21Z
dc.identifier.issn02784319en_US
dc.identifier.doi10.1016/j.ijhm.2008.10.004en_AU
dc.identifier.urihttp://hdl.handle.net/10072/30446
dc.description.abstractSmall hospitality firms have a reluctance to embrace business improvement activities in general and customer service training in particular. In a survey of 255 hospitality firms, this study investigated a range of predictors for owner-managers to adopt specific customer service training activities, in a series of regression equations. It was found that, in general, those firms that placedmore importance on customer service training were willing to take up more training activity. In addition, it was found that predictors for specific customer service training activities, such as benchmarking best practice or mystery shopping, varied between types of activity and with a general intention to consider customer service training.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherElsevieren_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom389en_US
dc.relation.ispartofpageto396en_US
dc.relation.ispartofissue3en_US
dc.relation.ispartofjournalInternational Journal of Hospitality Managementen_US
dc.relation.ispartofvolume28en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchCommerce, Management, Tourism and Services not elsewhere classifieden_US
dc.subject.fieldofresearchcode159999en_US
dc.titlePredictors of customer service training in hospitality firmsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.date.issued2009
gro.hasfulltextNo Full Text


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    Contains articles published by Griffith authors in scholarly journals.

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