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Service Quality Enhancement: Identification, Development and Evaluation of Tools for Small to Medium Tourism Enterprises

This project gathers insights into small to medium tourism enterprise (SMTE) operators’ behaviours and attitudes toward service quality training and business performance improvement activities in general. This improved understanding is a key step toward developing more suitable service quality training tools for a SMTE sector that is generally reluctant to invest substantial resources to these activities. In particular, the project focused on identifying particular training or business performance improvement preferences for the hospitality sector, primarily in Queensland. This was achieved through a survey of 255 SMTE operators and a small-scale onsite evaluation of a prototypical service quality tool.

by Ken Butcher, Beverley Sparks, Grace Pan & Janet McColl-Kennedy

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Service Quality Enhancement: Identification, Development and Evaluation of Tools for Small to Medium Tourism Enterprises

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