Human resource practices and service quality in theme parks

Abstract

This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial implications attendant to following such practices are discussed. The paper suggests that other types of hospitality operations might compare their own human resource practices to those outlined in this paper as a benchmark to guide their planning.