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DEPARTMENT OF BUSINESS ADMINISTRATION
The Employees’ Roles on Service Delivery:
Case study on Haibin Hotel & Westin Hotel in China
Xin Ye
Zhiman Liang
June 2010
Bachelor’s Thesis in Business Administration
Bachelor of Science in Business Administration
Supervisor: Agneta Sundström
Bachelor of Business Administration
Title
The Employees‟ Roles on Service Delivery: Case
Study on Haibin Hotel & Westin Hotel
Level
Final Thesis for Bachelor of Business Administration
Address
HIG – Hö
gskolan i Gä University of Gä
vle/
vle
Department of Business Administration
801 76 Gä
vle
Sweden
Telephone
(+46) 26 64 85 00
Telefax
(+46) 26 64 85 89
Web site
http://www.hig.se
Author
Xin Ye
( 870102-R019 )
Zhiman Liang ( 870530-T169)
Date
30th May 2010
Supervisor
Dr. Agneta Sundstrom
i
Abstract
Aim: Nowadays, China‟s hotel industry has developed rapidly and makes a great
contribution to service industry. Nevertheless, there are still various problems in
the hotel industry. There is a lack of suitable human resource strategies to develop
employees qualitatively and quantitatively, which is the main internal reason.
Therefore, with the evaluation of whether the Haibin Hotel and Westin Hotel are
aware of the importance of the employees in service delivery and research on how
the two hotels develop people to deliver excellent service through human resource
strategies, which ultimately reveal that service personnel is playing an extremely
important role on excellent service delivery in this paper.
Method: This paper investigates Haibin Hotel and Westin Hotel as multiple case
studies to study the human resource strategies for delivering service quality through
people. In order to examine the validity of previous relevant theories hence put
forward the developed theory of service quality delivery chain through collecting and
analysing data from telephone interview with managers and survey...