Research in Brief Service quality and human resource practices: a theme park case study Jeffrey Hickman Guest Service Manager, The Disney Company, Lake Buena Vista, Florida, USA Karl J. Mayer Assistant Professor, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, Nevada, USA Keywords Human resource utilization, Theme parks, Employee communications, Service quality Introduction In services management, the linkage between employee performance and the delivery
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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
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MGMT 611 Class 19 Henisz, Witold J., (2012) “Summary of Global Strategic Management Frameworks,” Ghemawat’s AAA and Varieties of Capitalism Ghemawat’s AAA Global Strategy examines the additional opportunities, challenges, and tradeoffs posed when a company crosses national borders Ghemawat contends that to create, capture, and sustain rents in international operations firms have three strategies they can deploy at the product level to respond to distance: 1. Adaptation – seeks to boost revenues
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Summary • • Traditional cost allocation methodologies in firms can provide misleading information about the profitability of products, product lines, customers, and markets. Activity-based costing (ABC) provides more meaningful information about the drivers of costs, the activities performed in a firm, and the relationship between costs and products, customers, markets, and segments. In addition to supplying more detailed and better cost and profitability information, an ABC analysis enables managers to
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Chapter 1 Marketing: Creating and Capturing Customer Value 1) All of the following are accurate descriptions of modern marketing, EXCEPT which one? A) Marketing is the creation of value for customers. B) Marketing is managing profitable customer relationships. C) Selling and advertising are synonymous with marketing. D) Marketing involves satisfying customers' needs. E) Marketing is used by for-profit and not-for-profit organizations. Answer: C 2) According to the opening scenario
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to developing and implementing a Balanced Scorecard for enterprise performance management. It presents basic information on the Balanced Scorecard performance management methodology, and identifies key business issues that must be addressed in developing and deploying a balanced scorecard. The paper then presents the Microsoft Balanced Scorecard Framework (BSCF)—a comprehensive set of techniques, tools, and best practices to speed scorecard implementation using toolsets with which organizations are
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...................................................................... 2 Control environment and control activities..................................................................................... 3 Framework for Strategic Human Resources Management ............................................................. 3 Regulatory and Compliance ............................................................................................................ 4 Talent Centric Strategy of Human Resource
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the internet. LO1 Assessme nt Criteria 1.1 1.2 1.3 1.4 Be able to use the internet LO2 LO3 Unit 30 for promotion using digital marketing communicati ons Be able to produce market research to support customer relationship management 2.1 2.2 2.3 Submitted on In this assessment you will have the opportunity to present evidence that shows you are able to: Task Evidence no. (Page no) Explain the elements of internet marketing Evaluate the internet
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Journal of Operations Management 17 Ž1998. 59–75 The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction Thomas Y. Choi ) , Karen Eboch Department of Management, College of Business Administration, Bowling Green State UniÕersity, Bowling Green, OH 43403-0270, USA Received 14 January 1997; accepted 17 November 1997 Abstract We empirically examine a mediational model of TQM, in which TQM practices have a direct impact on customer satisfaction and an indirect
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expertise, or experience to develop solutions or prepare important decisions internally. In situations that go beyond the day-to-day IT management of the company, an IT consulting firm can be highly valuable. Experienced consultants can help facilitate and drive a major endeavor. Outside experts can also serve as a functioning partner, challenging management with a keen, impartial view. This paper attempts to analyze the IT implementation requirements of an IT consulting company and the services
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