publication . Preprint . 2014

Staff training in hospitality sector as benefit for improved service quality

Ivanka Nestoroska; Irina Petrovska;
Open Access
  • Published: 01 May 2014
Abstract
Contemporary hotel industry is facing many challenges which are closely connected to the changes that occur both in the field of tourist demand and tourist supply. The changes refer to quality of services at first place, since the needs of tourists change rapidly towards higher quality and different products. Having in mind the character of the activities in hospitality industry where a direct contact between employees and guests is necessary for providing and realizing the services, the success of service realization and fulfill guests’ satisfaction depends the most on the employees. Purpose – of this paper is to present findings from conducted research related...
Subjects
free text keywords: staff training, hospitality sector, service quality, training programs, jel:L83
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