The importance of training towards better service productivity: A case of 3-star hotels in Kuantan / Norazlan Anual and Kamisah Ariffin

Anual, Norazlan and Ariffin, Kamisah (2004) The importance of training towards better service productivity: A case of 3-star hotels in Kuantan / Norazlan Anual and Kamisah Ariffin. In: STSS 2004 : Prosiding Seminar Kebangsaan Sains Teknologi & Sains Sosial / Jilid 2 : Sains Sosial, 31 Mei – 1 Jun 2004, Hotel Vistana, Kuantan, Pahang.

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Abstract

The most critical resource in an organization is the workforce. It is the staff that directly uses the other resources to sell, to make, to process, or to provide quality of service. How well the resources of money, materials and equipment are used depends largely upon the human resources. Therefore, as claimed by De Cenzo (1994) [2], every organization needs well-trained and experienced people to perform the activities that must be completed. Thus, there is a continual need for the process of staff development and training to fulfill the organizations needs (Steward 1993) [12]. This paper seeks to find out the importance of training in developing skills of rank and file employees of 3-star hotels in Kuantan area towards a better service productivity.

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Item Type: Conference or Workshop Item (Paper)
Creators:
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Anual, Norazlan
UNSPECIFIED
Ariffin, Kamisah
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organization
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Industrial productivity > Labor productivity
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organizational effectiveness. Performance measurement
Divisions: Universiti Teknologi MARA, Pahang > Jengka Campus
Event Title: STSS 2004 : Prosiding Seminar Kebangsaan Sains Teknologi & Sains Sosial / Jilid 2 : Sains Sosial
Event Dates: 31 Mei – 1 Jun 2004
Page Range: pp. 241-247
Item ID: 42917
Uncontrolled Keywords: Workforce, Staff, Human resources, Developing skills, Hotels
URI: https://ir.uitm.edu.my/id/eprint/42917

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42917

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