Assessment of training quality in hospitality industry : an exploratory model

Abstract

Research into hospitality training field has been focused on the subjects of training need assessments, training evaluation models, training within organizational frameworks and useful training techniques. Despite the significance of the above aspects, no significant afford has been made in the field of training quality and particularly in defining those service quality related features that the training designers should bare in mind. Although SERVQUAL is a scale applicable to all services, in the case of hospitality industry that consists of complex processes and various ‘moments of truth’ through various encounters to be included in the procedure of service quality evaluation. The present paper proposes a model describing an approach on how services in the hospitality industry could be improved through enhanced targeted training of human resources