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Quality service in the international hotel sector: A catalyst for strategic human resource development?

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This paper analyses the nature of, and relationship between, a quality service initiative and the concept of strategic human resource development. Hilton International is the case study used for this analysis. The principal finding is that the quality initiative is acting as a catalyst for a strategic approach to human resource development to emerge in the case organisation. However although many of the factors identified with the concept of strategic human resource development are evidenced, it is proposed that the standards set by academics in the field of human resource development may be too aspirational for the hotel sector.
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Keywords: Hotel and Catering Industry; Human Resource Development; Service Quality; Strategy

Document Type: Research Article

Publication date: February 1, 2004

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