Service provider training programs at odds with customer requirements in five‐star hotels

Janet R. McColl‐Kennedy (Senior Lecturer, Graduate School of Management, The University of Queensland, Queensland 4072, Australia)
Tina White (Faculty of Business, Central Queensland University, Rockhampton, Queensland 4702, Australia)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 August 1997


Service providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve customer service. Customers, on the other hand, are demanding greater levels of service. The importance of customer expectations of service quality has been acknowledged. However, there are relatively few studies which address the extent to which customer expectations of service quality and their subsequent assessment of the service compares with that of the service providers and even fewer which try to redress the issue through training programs. Builds on the existing literature and reports the results of a three‐phased study which investigates the mismatch between customers’ and employees’ assessments of service in five‐star hotels. Concludes with practical implications and recommendations for service provider training programs.



McColl‐Kennedy, J. and White, T. (1997), "Service provider training programs at odds with customer requirements in five‐star hotels", Journal of Services Marketing, Vol. 11 No. 4, pp. 249-264.

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Copyright © 1997, MCB UP Limited

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