Crick, Anne P
Author Affiliation, Ana.
Department of Management Studies
From Mcdonaldization to customization: training the service worker in the new era
Tourism and hospitality education and training in the Carribbean
Place of Publication
University of the West Indies Press
Date of Publication
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Series Volume Identification
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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.....