Today, many industries spend billions of dollars on training and development (T&D) to achieve better quality service and ultimately, higher customer satisfaction. T&D affects job satisfaction and organisational commitment (Lam and Zhang, 2003; Pratten, 2003), which in turn affects staff retention and satisfaction. Hotels that provide inadequate training exacerbate staff turnover (Lashley and Best, 2002) and jeopardize quality standards and profit.
You'll need to
subscribe to unlock this content. Already subscribed? Login?
