SMGT417

Service Human Resource Management

In services companies, the interaction between the customer and the employee is both an opportunity and a challenge for management. An examination of the unique aspects of building an excellent human resource management system in hospitality and services. Topics include: the role of the servant leader, creating a service culture, attracting, developing and retaining high performers, reward systems in service organizations and designing systems to support service delivery.

Lecture: 3h

Lab: 0h

Tutorial: 0h

Credits: 1.5