Alhrout, Shadi Ali
(2015)
Human Resources Management And
Employees’ Prosocial Behaviour Of
Hotel Front Liners In Penang,
Malaysia.
PhD thesis, Universiti Sains Malaysia.
Abstract
Staf barisan hadapan atau pekerja kaunter dalam industri perhotelan dan hospitaliti
memainkan peranan penting dalam membentuk pendapat tentang khidmat pelanggan,
ataupun penyampaian khidmat mereka.
The frontline staffs of hotels and the hospitality industry plays a pivotal role in
forming the opinions of service consumers by means of their service delivery.
Therefore, the decisions they tend to make while serving the customers affect their
rapport with the customers.
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