Service Quality in Iran's Hotels Год выпуска: 2012Автор: Mahboubeh SalehiИздательство: LAP Lambert Academic PublishingСтраниц: 116ISBN: 9783659177101Описание This study gives an overview of service quality among two groups of staff, on- and off-the-job trained employees in Iran's hotels. It investigates causes of weakness in delivering high service quality. A qualitative research conducted with case study based on 20 semi-structured interviews concludes that the knowledge content of on-and off-the-job trained group is different with each other. The study concludes with some high-end recommendations to staffs, managers in hotels, authorities in hotel universities and institutes as well as to future researchers.
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