The Employee's Role in Service Industry

wuxigan

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...