The role of people training and development in delivering service quality in uk based thai restaurants
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The role of people training and development in delivering service quality in uk based thai restaurants
Oxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASE The role of people training and development in delivering service quality in uk based thai restaurants ED THAI RESTAURANTSTrang Ngo Thi QuynhAcademic Year 2014- 2015This dissertation is submitted in part fulfilment of the requirements for the Master s Degree in International Hotel and Tourism ManagementDECLARATIONThis dissertation is the result of my own independent work. Where material other than my The role of people training and development in delivering service quality in uk based thai restaurants own work has been used it IS appropriately attributed and reference in the text.I agree that this dissertation may be made available for reference anThe role of people training and development in delivering service quality in uk based thai restaurants
d photocopying at the discretion of the Head of School, who will only give permission for such reproduction to the text which s/he considers fair and Oxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASE The role of people training and development in delivering service quality in uk based thai restaurants ould like to send thanks to all lecturers and professors who are part of the School, for the passion and contribution for teaching and supporting students in their academic and professional experiences.I would like to thank Dr. Judie Gannon for all her help and guidance throughout my project.A signi The role of people training and development in delivering service quality in uk based thai restaurants ficant ‘thank you" to owners and managers in eight Thai restaurants I interviewed for their supports during the time I did my research.Last, but not lThe role of people training and development in delivering service quality in uk based thai restaurants
east, I spend my sincere thank for my family and my friends for their support throughout all these years of studies.Thank you very much.Page ii3ABSTRAOxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASE The role of people training and development in delivering service quality in uk based thai restaurants d Thai restaurants. The study focuses on small and medium Sized Thai restaurants in the UK, particularly in London, Oxford and Bath city. These restaurants are independent, family- run business and brand Thai restaurants.Design/ method/ approachBased on a choice of phenomenon philosophy, the researc The role of people training and development in delivering service quality in uk based thai restaurants her conducted a small- scale qualitative research with one observation and twelve interviews of owners and managers in a sample of eight Thai restauraThe role of people training and development in delivering service quality in uk based thai restaurants
nts. As applying a purposive sample technique, the research carried out the study in chosen small and medium size Thai restaurants, both run by familiOxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASE The role of people training and development in delivering service quality in uk based thai restaurants ws of Thai owners and management team on the impact of people training and development in the delivery of service quality. These chosen interviewees hold positions such as operation, business, training managers, assistant managers in chosen Thai restaurants. One non-participating observation was tak The role of people training and development in delivering service quality in uk based thai restaurants en place at one specific restaurant site in Oxford to observe how service was delivered by staffs.FindingsThis study will add to the existing knowledgThe role of people training and development in delivering service quality in uk based thai restaurants
e by addressing the impact of people training and development on deciding which dimension of service quality (technical or functional level)Research lOxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASE The role of people training and development in delivering service quality in uk based thai restaurants implicationsImplications from the study could assist Thai restaurants, both run by families and brands to benefit from how to conduct training method and content to influence staff performance and customer perception of service qualityOriginality/ valueThis paper is the first study to explore the ro The role of people training and development in delivering service quality in uk based thai restaurants le of training and development in the delivery of service quality in selection of Thai restaurants in the UK4Keywords’ Service quality, Ethnic restaurThe role of people training and development in delivering service quality in uk based thai restaurants
ant, human resource development, people training and developmentOxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASEOxford Brookes of Hospitality Management Oxford Brookes UniversityTHE ROLE OF PEOPLE TRAINING AND DEVELOPMENT IN DELIVERING SERVICE QUALITY IN UK BASEGọi ngay
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