Customer satisfaction, training and TQM: A comparative study of Western and Thai hotels

Bung On Chartrungruang, Lindsay Turner, Brian Edward Melville King, Robert Waryszak

Research output: Journal article publicationReview articleAcademic researchpeer-review

5 Citations (Scopus)


Managers within the hospitality industry make frequent reference to TQM principles. The extent to which these principles are applied effectively within the human resource management area of hospitality however remains under-researched. By applying TQM principles, this paper focusses on the relationship between customer service and training drawing upon comparative data from Western and Thai hotels. The paper also examines the perceptions of staff towards of hotels' guest-orientation and the provision of quality guest services. The researchers found that guest assessments of the performance of hotel frontline staff depend on their services function (e.g., front-office, housekeeping). The service quality skills needed by frontline staff were also found to differ in the case of Western and Thai hotels. Such differences merit proper consideration on the part of managers within the major hotel chains. The various findings may assist hospitality managers to determine appropriate strategies for the enhancement of guest services particularly in cross-cultural settings.
Original languageEnglish
Pages (from-to)51-75
Number of pages25
JournalJournal of Human Resources in Hospitality and Tourism
Issue number1
Publication statusPublished - 6 Apr 2006
Externally publishedYes


  • Customer satisfaction
  • Hotel service quality
  • TQM
  • Training

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Organizational Behavior and Human Resource Management

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