HRM, performance, commitment and service quality in the hotel industry

Abstract

The nature of HRM and the extent to which it is adopted by industry is reviewed. HRM in the hotel and catering industry is compared with other sectors of industry, including small to medium size organizations. The literature concerning HRM and performance is briefly reviewed and its relevance to service industries, and the hotel industry is addressed. Service quality is identified as a performance indicator. Determinants of service quality are considered in relation to HRM. The need for additional research is identified.