Investing in people: a perspective from Northern Ireland tourism ‐ part 2
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Abstract
Part 1 appeared in Managing Service Quality, Vol. 6 No. 4. Here discusses the value and application of the Investors In People initiative, its background and application as a means of improving people and people skills within (particularly) service operations. Outlines key principles of the IIP award, and the criteria for achieving the standards required. Moves on to the Northern Ireland hospitality sector for an application example, and considers survey results comparing customer perceptions of quality (based on the SERVQUAL model) from two hotels, one with IIP status and one without. Concludes that IIP is a worthwhile tool for the advancement of the sector.