Service quality and human resource practices: a theme park case study

This article uses a case study approach to examine how human resource practices affect the delivery of guest services at a large theme park. The theme park uses a four‐pronged approach in managing its human resource function to ensure that service quality standards are maintained. Other hospitality firms can compare their human resource policies to those outlined in this article to guide their own efforts.

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Year of publication:	2003
Authors:	Hickman, Jeffrey ; Mayer, Karl J.
Published in:	International Journal of Contemporary Hospitality Management. - MCB UP Ltd, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 15.2003, 2, p. 116-119
Publisher:	MCB UP Ltd
Subject:	Human resource utilization \| Theme parks \| Employee communications \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	case-report
Language:	English
Other identifiers:	10.1108/09596110310462968 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014762580