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Title: Service skills and service quality
Authors: Luk, STK
Layton, R
Keywords: Service skills
Service training
Service quality
Issue Date: 2005
Publisher: Taylor & Francis
Source: Journal of human resources in hospitality & tourism, 2005, v. 3, no. 2, p. 33-60 How to cite?
Journal: Journal of human resources in hospitality & tourism 
Abstract: Though various types of service skills and knowledge have been suggested for inclusion in service training programs that are designed to improve the competence of frontline service providers, there has been no empirical work to investigate the structural relationships among various types of service skill. In this study, a total of twelve types of service skill are identified. A measurement model for service skills is developed accordingly and tested with the use of hotel service. The results of confirmatory factor analysis reveal acceptable model fit, suggesting that these twelve types of service skill can be classified into two categories: technical versus functional. Performance on technical skills is found to have greater impact on service quality.
ISSN: 1533-2845
EISSN: 1533-2853
DOI: 10.1300/J171v03n02_02
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