Service Quality in Iran's Hotels

This study gives an overview of service quality among two groups of staff, on- and off-the-job trained employees in Iran's hotels. It investigates causes of weakness in delivering high service quality. A qualitative research conducted with case study based on 20 semi-structured interviews concludes that the knowledge content of on-and off-the-job trained group is different with each other. The study concludes with some high-end recommendations to staffs, managers in hotels, authorities in hotel universities and institutes as well as to future researchers.

Autorentext

Mahboubeh Salehi holds an MA in Management from the University of Greenwich, UK and Saxion University of Applied Sciences, Deventer, Netherlands. She obtained her BA in Commerce from the Pune University in India. Her research areas and interest includes Human resource and Marketing.