When Delta, one of Canada’s biggest hotel companies, appeared for the third consecutive year in a list of “The 50 best companies to work for in Canada” they knew they were doing something right. But being a place where people like to work did not just happen. Getting the right results involved, and continue to involve, a complex strategic approach to sustainable quality for their customers – something which does not, as yet, seem to have been taken on board by the majority in the hotel industry.
(2004), "Happy employees put Delta in the honors: Why hotels must listen to their staff", Human Resource Management International Digest, Vol. 12 No. 4, pp. 32-34. https://doi.org/10.1108/09670730410549528
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