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

Abstract

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.

Citation

Hickman, J. and Mayer, K.J. (2003), "Service quality and human resource practices: a theme park case study", International Journal of Contemporary Hospitality Management, Vol. 15 No. 2, pp. 116-119. https://doi.org/10.1108/09596110310462968