Provide needed support systems To be efficient and effective in their jobs, FTP employees require internal support systems that are aligned with their need to be guest focused. This section of the paper will emphasize the importance of measuring internal service quality, providing supportive technology and equipment, and developing service-oriented internal processes at FTP. Measure internal service quality One way to encourage supportive internal service relationships is to measure internal service levels Zeithaml and Bitner, 2000). FTP employs several strategies to measure internal service quality. Two of these strategies will be discussed herein: 1 performance appraisals; and 2 performance surveys. While management is required to administer annual performance appraisals for each employee, managers often perform monthly development action plans DAPs). The annual performance appraisal is designed to give the employee a broad perspective of his/ her accomplishments from the previous year. It also outlines upcoming challenges. The employee receives monetary rewards based on his/her performance from the past year. On the other hand, the monthly DAP focuses on how well each employee is executing the core competencies. The DAP addresses current issues that must be resolved before the next DAP is administered. For example, the area manager could delegate a project to an employee with the expectation that it will be completed within a month. The DAP is designed to keep employees motivated and focused on important work assignments. It also educates them on any special events or other important information that is necessary for the employees to efficiently perform their jobs. Another way FTP measures internal service quality is through performance surveys. At the end of the year, each employee is asked to complete a comprehensive survey that measures subjects like job satisfaction, performance of his/her management team, and work ethic of fellow employees. Results from each department are tabulated and reported at a staff meeting. At the meeting, employees and managers discuss the results and any issues that might need to be addressed. If unsatisfactory results occur on a section of the study, managers and employees discuss [ 172 ] Karl J. Mayer Human resource practices and service quality in theme parks International Journal of Contemporary Hospitality Management 14/4  169±175 Downloaded by University of Salford At 05:05 08 February 2017 (PT)
the results and brainstorm solutions for the problems. Through performance appraisals and performance surveys, employees ultimately have the opportunity to voice their opinions on park operations and discuss suggestions for improvement. Thus, FTP employees feel as if they are a part of a team and that their opinions really matter to management.
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- Fall '16
- Farah Nabilla
- Human Resource Management, Human Resource Practices