Service quality and human resource practices: A theme park case study

International Journal of Contemporary Hospitality Management

Volumn 15, Issue 2, 2003, Pages 116-119

  Hickman, Jeffrey ^a   Mayer, Karl J ^b  

^a The Disney Company   (Colombia)

^b UNIVERSITY OF NEVADA   (United States)

Author keywords

Employee communications; Human resource utilization; Service quality; Theme parks

Indexed keywords

EID: 84986067895     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596110310462968     Document Type: Article

References (5)

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2. Davidson, L. (1999), “The power of personal recognition”, Workforce, July, pp. 44-9.
3. Miller, B.W. (1992), “It's a kind of magic”, Managing Service Quality, May, p. 191.
4. Mohr, L.A. and Bitner, M.J. (1995), “Process factors in service delivery: what employee effort means to customers”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds.), Advances in Services Marketing and Management, Vol. 4, JAI Press Inc., Greenwich, CT.
5. Zeithaml, V. and Bitner, M.J. (2000), Service Marketing: Integrating Customer Focus Across the Firm, 2nd ed., Irwin McGraw-Hill Publishing Company, New York, NY.