Research in Brief Service Quality and Human Resource Practices: a Theme Park Case Study

2711 Words Apr 30th, 2013 11 Pages
Research in Brief Service quality and human resource practices: a theme park case study

Jeffrey Hickman Guest Service Manager, The Disney Company, Lake Buena Vista, Florida, USA Karl J. Mayer Assistant Professor, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, Nevada, USA


Human resource utilization, Theme parks, Employee communications, Service quality

In services management, the linkage between employee performance and the delivery of high quality services has been well documented in the services marketing and hospitality literature (Zeithaml and Bitner, 2000; Mohr and Bitner, 1995; Bettencourt and Gwinner, 1996). This article reviews the human resource practices that
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FTP has developed a variety of recruiting strategies, both inside and outside the state of Florida. For example, local applicants who are interested in working at FTP can visit the employment center located on the property. A job listing featuring available ``roles'' is updated daily and candidates can simply walk in and apply for a specific hourly position. Candidates could conceivably be interviewed and hired for an hourly position on the same day. FTP also recruits from far outside the central Florida area. Employment representatives travel to Puerto Rico to recruit for positions such as housekeeping, custodial and food and beverage. FTP representatives also recruit new employees from the north-east corridor of the USA, who are willing to relocate to Florida. College students represent a sizable portion of the employee population at FTP. Thus, FTP recruiters visit college campuses twice a year and interview students for both internship programs and full-time positions. Finally, FTP uses the Internet to list job information on its Website. Individuals who are interested in employment opportunities with FTP can visit the Website and apply on-line.


This article uses a case study approach to examine how human resource

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