Ching-Ching Luo, Yi-Chieh Wang and Yang-Fei Tai
The purpose of this paper is to examine the essential abilities service employees need to deliver an exceptional service that delights customers and to identify effective methods…
Abstract
Purpose
The purpose of this paper is to examine the essential abilities service employees need to deliver an exceptional service that delights customers and to identify effective methods to train exceptional service employees.
Design/methodology/approach
The authors conducted in-depth interviews with seven senior butlers and three human resource managers from four of the most renowned five-star hotels in Taiwan. Interviews with the two groups of participants provided good triangulation and allowed us to gain different perspectives and to obtain a more holistic understanding of the research topic.
Findings
This study systematically organized the essential abilities required to deliver delightful service into three hierarchical levels: professionalism, the ability to respond to customers’ emotions and hidden needs and build bonds with them, and the ability to deliver one-stop service. The authors propose that the most effective training method is to develop a customer-oriented service climate. Such an environment will enable service employees to be naturally molded into exceptional service personnel. Several training methods are identified to build a customer-oriented service environment within a company.
Research limitations/implications
This study focused on the staff of five-star hotels. The proposed service standards and abilities may only be applicable to high-end service providers. Furthermore, this study used only a qualitative research method (in-depth interviews) to develop a preliminary training model to foster outstanding service employees. This model can be further verified using a quantitative method and a larger number of participants in a future study.
Originality/value
This research provides contributions to the literature on delightful service and human resources management.
Details
Keywords
Anna Sung, Kelvin Leong and Ching Lee
This study aims to explore how learners prefer to interact with microlearning videos. Microlearning is an emerging topic in work-based learning, and the benefits of using video in…
Abstract
Purpose
This study aims to explore how learners prefer to interact with microlearning videos. Microlearning is an emerging topic in work-based learning, and the benefits of using video in supporting learning have been widely discussed. However, only very few of previous works were conducted on discussing how learners prefer to interact with microlearning video. This paper aims to fill this knowledge gap.
Design/methodology/approach
A questionnaire was used in this study for data collection purposes. In total, the invitation had been sent to 236 enrolled learners from the three targeted modules through emails. A total of 77 participants completed the survey with the response rate of 32.6%. The chi-square test is used in this study in order to conclude whether the findings from the sample related to hypotheses are statistically significant.
Findings
By analysing primary data collected from a United Kingdom (UK) university, the findings suggest that 1) the perceived usefulness of the control functions and the expression functions of multimedia microlearning videos are generally high and 2) more participants, on the one hand, prefer to have more control in their multiple-choice questions’ arrangement and open-ended questions’ arrangement; on the other hand, there was no significant difference on the preference of when to attempt assessment.
Originality/value
This is the first time that a study like this had been conducted to review and discuss the interactive preferences between learners and multimedia microlearning. This study could shed some lights on future research in the field of microlearning and work-based learning.