Master thesis for the attainment of the academic degree of ‘Master of Business Administration in Small and Medium-Sized Enterprise Development’

International SEPT Program, University of Leipzig

THE ROLE OF HUMAN RESOURCE MANAGEMENT (HRM) PRACTICES AND SERVICE BEHAVIOUR IN SERVICE QUALITY IN VIETNAM’S TOURIST HOTELS

Name of Student: Email of student: Matriculation Number: SEPT ID Number:

Mai Hung Manh manhmhvnpt@gmail.com 2182281 VN05-14

First supervisor: Second supervisor:

Prof. Dr. Utz Dornberger Dr. Nghiem Sy Thuong 20th May 2012 22nd June 2012

Date of assignment of topic: Date of submission:

TABLE OF CONTENT

LIST OF FIGURE.............................................................................................. 4 LIST OF TABLE ............................................................................................... 5 ACKNOWLEDGEMENT.................................................................................. 7 ABSTRACT....................................................................................................... 8 CHAPTER 1: INTRODUCTION ....................................................................... 9 1.1. Background ............................................................................................. 9 1.2. Rationale of the research........................................................................ 10 1.3. Research objectives ............................................................................... 11 CHAPTER 2: THEORETICAL FRAMEWORK ............................................. 13 2.1. Literature review ................................................................................... 13 2.1.1. HRM practices................................................................................ 13 2.1.2. Service behavior