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| Author: | Tsaur, S.-H. Lin, Y.-C. |
| Title: | Promoting service quality in tourist hotels: the role of HRM practices and service behavior |
| Journal: | Tourism Management
2004 : AUG, VOL. 25:4, p. 471-481 |
| Index terms: | Tourist industry Human resource management Service management Service quality Hotel management Taiwan |
| Language: | eng |
| Abstract: | The results of this study indicate human resource management (HRM) practices had partially a direct effect on customer perceptions of service quality and an indirect effect through employees' service behaviour. This means that service behaviour only partially mediates the relationship between human resource management practices and service quality. |
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