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Human Resources Role in Hospitality Service Quality

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Strategic Innovative Marketing and Tourism

Part of the book series: Springer Proceedings in Business and Economics ((SPBE))

Abstract

Hospitality industry has undergone many changes in the past years, reflecting the sharing economy and customer digital empowerment effects. In this context, the excellence of service provided is a key success factor. This study investigates the themes related to people influence in tourists’ perception of service quality. The proposed model assesses the influence of human resource management on employee behavior and the latter in tourists’ service quality perception in the hospitality sector. The results obtained allow to conclude that human resource management plays an important role, by placing efforts in frontline employees’ values and attitudes and consequently shaping service encounters.

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Acknowledgments

We gratefully acknowledge financial support from FCT—Portugal through the research grant (UID/SOC/04521/2019) of the Advance/CSG, ISEG and (UID/ECO/00685/2016) of the CEEAplA, and the Projects ACORES-01-0145-FEDER-000017 and ACORES-01-0145-FEDER-00008 from AÇORES 2020, through FEDER—European Union.

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Authors and Affiliations

  1. University of the Azores, Ponta Delgada, Portugal

    Flavio Tiago, Teresa Borges-Tiago & João Couto

Authors
  1. Flavio Tiago
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  2. Teresa Borges-Tiago
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  3. João Couto
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Corresponding author

Correspondence to Teresa Borges-Tiago .

Editor information

Editors and Affiliations

  1. Department of Business Administration, University of West Attica, Aigaleo, Greece

    Androniki Kavoura

  2. Department of Business Administration, State University of New York at Oswego, Oswego, NY, USA

    Efstathios Kefallonitis

  3. Department of Business Administration of Food and Agricultural Enterprises, University of Patras, Agrinio, Greece

    Prokopios Theodoridis

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Tiago, F., Borges-Tiago, T., Couto, J. (2020). Human Resources Role in Hospitality Service Quality. In: Kavoura, A., Kefallonitis, E., Theodoridis, P. (eds) Strategic Innovative Marketing and Tourism. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-36126-6_10

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