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Quality service in the international hotel sector: A catalyst for strategic human resource development?

Gill Maxwell (Glasgow Caledonian University, Glasgow, UK)
Sandra Watson (Napier University, Edinburgh, UK)
Samantha Quail (Glasgow Caledonian University, Glasgow, UK)

Journal of European Industrial Training

ISSN: 0309-0590

Article publication date: 1 February 2004

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Abstract

This paper analyses the nature of, and relationship between, a quality service initiative and the concept of strategic human resource development. Hilton International is the case study used for this analysis. The principal finding is that the quality initiative is acting as a catalyst for a strategic approach to human resource development to emerge in the case organisation. However although many of the factors identified with the concept of strategic human resource development are evidenced, it is proposed that the standards set by academics in the field of human resource development may be too aspirational for the hotel sector.

Keywords

Citation

Maxwell, G., Watson, S. and Quail, S. (2004), "Quality service in the international hotel sector: A catalyst for strategic human resource development?", Journal of European Industrial Training, Vol. 28 No. 2/3/4, pp. 159-182. https://doi.org/10.1108/03090590410527591

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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