Interpersonal skills training for quality service interactions

Interpersonal skills training for quality service interactions Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly pertinent to the tourism and hospitality sector. Notions of quality in the tourism and hospitality sector have changed dramatically in the past 25 years: it was once synonymous with luxury and personalized service; it now counts at all levels of price. Service quality is often presented in the literature as primarily a marketing‐oriented concept; however, it has major implications for the quality of human resources and specifically for training and development activities. Focuses on the human resource dimension, specifically the behaviours which hinder and facilitate transactions between people in a service environment. Begins with a discussion of the concepts of quality, customer and service improvement, then considers the factors influencing interpersonal relationships and discusses alternative approaches to the development of interpersonal skills. Considers the nature of services and, finally, reports a study which evaluates the impact of an interpersonal training and development intervention on the quality of service provided by front‐office staff in a medium‐sized hotel. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial and Commercial Training Emerald Publishing

Interpersonal skills training for quality service interactions

Industrial and Commercial Training, Volume 29 (3): 8 – Jun 1, 1997

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0019-7858
DOI
10.1108/00197859710165056
Publisher site
See Article on Publisher Site

Abstract

Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly pertinent to the tourism and hospitality sector. Notions of quality in the tourism and hospitality sector have changed dramatically in the past 25 years: it was once synonymous with luxury and personalized service; it now counts at all levels of price. Service quality is often presented in the literature as primarily a marketing‐oriented concept; however, it has major implications for the quality of human resources and specifically for training and development activities. Focuses on the human resource dimension, specifically the behaviours which hinder and facilitate transactions between people in a service environment. Begins with a discussion of the concepts of quality, customer and service improvement, then considers the factors influencing interpersonal relationships and discusses alternative approaches to the development of interpersonal skills. Considers the nature of services and, finally, reports a study which evaluates the impact of an interpersonal training and development intervention on the quality of service provided by front‐office staff in a medium‐sized hotel.

Journal

Industrial and Commercial TrainingEmerald Publishing

Published: Jun 1, 1997

Keywords: Hospitality industry; Interpersonal skills training; Service quality; Tourism

References

  • Quality measurement in service industries
    Silvestro, R.; Johnston, R.; Fitzgerald, L.; Vois, C.
  • Towards a new business culture for tourism and hospitality organizations
    Ridley, S.
  • Demand for training by bed and breakfast operators
    Lynch, P.A.
  • Employee Development
    Harrison, R.
  • Hospitality education in Malaysia: filling the skill gap
    Goldsmith, A.; Zahari, M.S.M.

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