{"id":"https://openalex.org/W772160571","doi":"https://doi.org/10.1079/9780851995410.0190","title":"Quality and human resource management.","display_name":"Quality and human resource management.","publication_year":2003,"publication_date":"2003-01-01","ids":{"openalex":"https://openalex.org/W772160571","doi":"https://doi.org/10.1079/9780851995410.0190","mag":"772160571"},"language":"en","primary_location":{"id":"doi:10.1079/9780851995410.0190","doi":"https://doi.org/10.1079/9780851995410.0190","is_oa":false,"landing_page_url":"https://doi.org/10.1079/9780851995410.0190","pdf_url":null,"source":{"id":"https://openalex.org/S4306462987","display_name":"CABI Publishing eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Service quality in leisure and tourism","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4213053496","display_name":"Service quality in leisure and tourism"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025883305","display_name":"Cheryl A. Williams","orcid":"https://orcid.org/0000-0002-4202-812X","observed_orcids":["https://orcid.org/0000-0002-4202-812X"]},"institutions":[{"id":"https://openalex.org/I185852735","display_name":"University of Lancashire","ror":"https://ror.org/010jbqd54","country_code":"GB","type":"education","lineage":["https://openalex.org/I185852735"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"C. Williams","raw_affiliation_strings":["Department of Tourism and Leisure ManagementUniversity of Central LancashirePrestonUK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism and Leisure ManagementUniversity of Central LancashirePrestonUK","institution_ids":["https://openalex.org/I185852735"]}]},{"author_position":"last","author":{"id":null,"display_name":"J. Buswell","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"J. Buswell","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.14285714,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"190","last_page":"208"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.33959999680519104,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12584","display_name":"Hospitality and Tourism Education","score":0.33959999680519104,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.15940000116825104,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.1421000063419342,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/human-resource-management","display_name":"human resource management","score":0.8870000243186951},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9890000224113464},{"id":"https://openalex.org/keywords/leisure-organization","display_name":"leisure organization","score":0.8059999942779541},{"id":"https://openalex.org/keywords/tourism-organizations","display_name":"tourism organizations","score":0.9950000047683716},{"id":"https://openalex.org/keywords/quality-management","display_name":"quality management","score":0.8349999785423279},{"id":"https://openalex.org/keywords/internal-marketing","display_name":"internal marketing","score":0.8989999890327454},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.7710000276565552},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.7350000143051147},{"id":"https://openalex.org/keywords/personal-development","display_name":"human development","score":0.7429999709129333},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.8640000224113464},{"id":"https://openalex.org/keywords/independent-judgment","display_name":"independent judgment","score":0.5649999976158142},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.7770000100135803}],"concepts":[{"id":"https://openalex.org/C202372285","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Human resource management","level":2,"score":0.726340115070343},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5856959819793701},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5579268932342529},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5528858304023743},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.5489398837089539},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5333355069160461},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5248508453369141},{"id":"https://openalex.org/C2776932993","wikidata":"https://www.wikidata.org/wiki/Q484318","display_name":"Ethos","level":2,"score":0.4801459014415741},{"id":"https://openalex.org/C2780609101","wikidata":"https://www.wikidata.org/wiki/Q17156588","display_name":"Resource management (computing)","level":2,"score":0.47379419207572937},{"id":"https://openalex.org/C107645774","wikidata":"https://www.wikidata.org/wiki/Q5467169","display_name":"Human resources","level":2,"score":0.46782058477401733},{"id":"https://openalex.org/C14036430","wikidata":"https://www.wikidata.org/wiki/Q3736076","display_name":"Function (biology)","level":2,"score":0.46383556723594666},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4472082555294037},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.392365038394928},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.35945987701416016},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.2473234236240387},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1862858235836029},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12367609143257141},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08272048830986023},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1079/9780851995410.0190","doi":"https://doi.org/10.1079/9780851995410.0190","is_oa":false,"landing_page_url":"https://doi.org/10.1079/9780851995410.0190","pdf_url":null,"source":{"id":"https://openalex.org/S4306462987","display_name":"CABI Publishing eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Service quality in leisure and tourism","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.48510000109672546,"id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[{"display_name":"Decent work and economic growth","score":0.6200000047683716,"id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7111874769","https://openalex.org/W7155064932","https://openalex.org/W3011456937","https://openalex.org/W249913962","https://openalex.org/W6944199234","https://openalex.org/W7057876632","https://openalex.org/W3214307218","https://openalex.org/W2592400634","https://openalex.org/W7000905306","https://openalex.org/W2949079163"],"abstract_inverted_index":{"This":[0],"chapter":[1],"examines":[2],"the":[3,9,21,30,43,46,57,64,69,84,93,98],"distinctive":[4],"role":[5,70,85],"and":[6,17,20,36,48,56,79,89,95,101,105],"function":[7],"of":[8,50,59,66,71,86,97],"human":[10,37,61],"resource":[11,38,62],"in":[12,15,24,63,74,92],"service":[13,67,99],"quality":[14,33],"leisure":[16,52],"tourism":[18,54],"organizations":[19],"key":[22],"elements":[23],"its":[25,60],"management.":[26,39],"It":[27],"focuses":[28],"on":[29],"relationship":[31,44],"between":[32,45],"management":[34,58,96],"approaches":[35],"Topics":[40],"covered":[41],"include:":[42],"ethos":[47],"philosophy":[49],"a":[51],"or":[53],"organization":[55],"achievement":[65],"quality;":[68],"internal":[72],"marketing":[73],"developing":[75],"necessary":[76],"values,":[77],"attitudes":[78],"behaviours":[80],"for":[81,103],"culture":[82],"change;":[83],"education,":[87],"training":[88],"personal":[90],"development":[91],"provision":[94],"encounter;":[100],"methods":[102],"enabling":[104],"encouraging":[106],"front-line":[107],"staff":[108],"to":[109],"exercise":[110],"independent":[111],"judgment.":[112]},"counts_by_year":[{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-10T09:11:00.788812","created_date":"2016-06-24T00:00:00"}
