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Publication Type
Book Chapter
UWI Author(s)
Author, Analytic
Crick, Anne P
Author Affiliation, Ana.
Department of Management Studies
Title, Analytic
From Mcdonaldization to customization: training the service worker in the new era
Medium Designator
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Connective Phrase
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Author, Monographic
Jayawardena, Chandana
Author Role
Editor
Title, Monographic
Tourism and hospitality education and training in the Carribbean
Reprint Status
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Edition
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Place of Publication
Kingston, Jamaica
Publisher Name
University of the West Indies Press
Date of Publication
2002
Volume ID
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Issue ID
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Page(s)
265-276
Series Editor
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Series Editor Role
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Series Title
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Series Volume Identification
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Series Issue Identification
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Connective Phrase
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Location/URL
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Notes
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Abstract
Research indicates that today's tourists are increasingly complex and diverse and that service standards have to reflect their needs. This paper examines three different approaches that organizations may take to service training and critically analyses how these have been utilized in the hotel industry. Notes that although customized training has been used primarily for managers it may also be appropriate for those employees who deal with the ' new tourist', who wants to be treated as an individual. Other forms may be more appropriate when the tourist is less demanding. The paper outlines what a customized training approach might look like. It concludes with a brief discussion as to when it would be most effectively utilized.....
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