C/M/253. Dissertation. The importance of service training for the improvement of service quality

The present paper investigates the role service training plays in improving perceived service quality. The literature review highlights the importance of customers for service organisations, shows the link between customer satisfaction and business success of a service provider. The discussion shows that service training is the way to motivate employees to deliver high quality service, to teach them how to handle critical situations and to develop their interactive skills. The use of various industry examples the discussion shows the way hospitality industry players use training schemes to maintain service quality. The research is based on qualitative study with the use of observation, customer questionnaire and semi-structured interviews as data collection tools. The findings are analyzed with the use of descriptive statistics.