References
- Alcázar , F. M. , Fernández , P. M.R. and Gardey , G. S. 2005 . Researching on SHRM: An analysis of the debate over the role played by human resources in firm success . Management Revue , 16 ( 2 ) : 213 – 241 .
- Baum , T. , Amoah , V. and Spivack , S. 1997 . Policy dimensions of human resource management in the tourism and hospitality industries . International Journal of Contemporary Hospitality Management , 9 ( 5/6 ) : 221 – 229 .
- Becker , B. and Gerhart , B. 1996 . The impact of human resource management on organizational performance: Progress and prospects . Academy of Management Journal , 39 ( 4 ) : 779 – 801 .
- Becker , B. , Huselid , M. , Pickus , P. and Spratt , M. 1997 . HR as a source of shareholder value: Research and recommendations . Human Resource Management , 36 ( 1 ) : 39 – 47 .
- Boselie , J. , Dietz , G. and Boon , C. 2005 . Commonalities and contradictions in HRM and performance research . Human Resource Management Journal , 15 ( 3 ) : 67 – 94 .
- Boxall , P. 1996 . The strategic HRM debate and the resource-based view of the firm . Human Resource Management Journal , 6 ( 3 ) : 59 – 75 .
- Boxall , P. and Purcell , J. 2000 . Strategic human resource management: Where have we come from and where should we be going? . International Journal of Management Reviews , 2 ( 2 ) : 183 – 203 .
- Browning , V. 2003 . An investigation into the link between human resource management practices and service-orientated behaviour in South African service organisations , Faculty of Commerce University of Cape Town . PhD thesis Graduate School of Business
- Browning , V. and Edgar , F. 2004 . Reactions to HRM: And employee perspective from South Africa and New Zealand . Journal of the Australian and New Zealand Academy of Management , 10 ( 2 ) : 1 – 13 .
- Delery , J. E. and Doty , D. H. 1996 . Modes of theorizing in strategic human resource management: Tests of universalistic, contingency, and configurational performance predictions . Academy of Management Journal , 39 ( 4 ) : 802 – 835 .
- Dreher , G. and Dougherty , T. 2002 . Human resource strategy: A behavioural perspective for the general manager , Boston : McGraw-Hill Irwin .
- Ferris , G. R. , Hochwarter , W. A. , Buckley , M. R. , Harrell-Cook , G. and Frink , D. D. 1999 . Human resources management: Some new directions . Journal of Management , 25 ( 3 ) : 85 – 415 .
- Flick , U. 2002 . An introduction to qualitative research , London , , UK : Sage Publications .
- Gilbert , D. and Guerrier , Y. 1997 . Hospitality managers past and present . The Service Industries Journal , 17 ( 1 ) : 115 – 132 .
- Guerrier , Y. and Lockwood , A. 1989 . Developing hotel managers: A reappraisal . International Journal of Hospitality Management , 8 ( 2 ) : 82 – 88 .
- Hales , C. 1987 . Quality of working life, job redesign and participation in a service industry: A rose by any other name? . Service Industrial Relations , 7 ( 3 ) : 253 – 273 .
- Harrington , D. and Akehurst , G. 1996 . Service quality and business performance in the UK hotel industry . International Journal of Hospitality Management , 15 ( 3 ) : 283 – 298 .
- Haynes , P. and Fryer , G. 2000 . Human resources, service quality and performance: A case study . International Journal of Contemporary Hospitality Management , 12 ( 4 ) : 240 – 248 .
- Heskett , J. L. 2002 . Beyond customer loyalty . Managing Service Quality , 12 ( 6 ) : 355 – 357 .
- Heskett , J. L. , Sasser , W. E. and Schlesinger , L. 1997 . The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value , New York : Free Press .
- Hoque , K. 1999 . Human resource management and performance in the UK hotel industry . British Journal of Industrial Relations , 37 ( 3 ) : 419 – 443 .
- Hoque , K. 2000 . Human resource management in the hotel industry: strategy, innovation and performance , London : Routledge .
- Hutchinson , S. , Kinnie , N. , Purcell , J. , Rayton , B. and Swart , J. 2000 . People management and performance , London : Routledge .
- Marchington , M. and Grugulis , I. 2000 . Best practice HRM: Perfect opportunity or dangerous illusion? . International Journal of Human Resource Management , 11 ( 6 ) : 1104 – 1124 .
- Marchington , M. and Wilkinson , A. 2005 . “ High commitment HRM and performance ” . In Human resource management at work , 71 – 98 . London : CIPD .
- Mattson , J. 1994 . Improving service quality in person to person encounters: Integrating findings from a multidisciplinary review . The Service Industries Journal , 14 ( 1 ) : 45 – 61 .
- Peccei , R. and Rosenthal , P. 2000 . Front-line responses to customer orientation programs: A theoretical and empirical analysis . International Journal of Human Resource Management , 11 ( 3 ) : 562 – 590 .
- Pfeffer , J. 1994 . Competitive advantage through people . California Management Review , 36 ( 2 ) : 9 – 28 .
- Pfeffer , J. 1998 . Seven practices of successful organizations . California Management Review , 40 ( 2 ) : 96 – 124 .
- Purcell , J. 1999 . Best practice and best fit: Chimera or cul-de-sac? . Human Resource Management Journal , 9 ( 3 ) : 26 – 41 .
- Redman , T. and Mathews , B. P. 1998 . Service quality and human resource management: A review and research agenda . Personnel Review , 27 ( 1 ) : 57 – 77 .
- Schneider , B. and Bowen , D. E. 1995 . Winning the service game , Boston : Harvard Business School Press .
- Schuler , R. S. 1987 . Personnel management , 3 , St Paul : West Publication Company .
- Watson , S. and D'Annunzio-Green , N. 1996 . Implementing cultural change through human resources: The elusive organisational alchemy? . International Journal of Contemporary Hospitality Management , 8 ( 2 ) : 25 – 30 .
- Welsh , J. A. and White , J. F. 1981 . A small business is not a little big business . Harvard Business Review , 59 ( 4 ) : 18 – 30 .
- Wood , S. and Albanese , M. T. 1995 . Can we speak of a high commitment management on the shop floor? . Journal of Management Studies , 32 ( 2 ) : 215 – 247 .
- Youndt , M. A. , Snell , S. A. , Dean , J. and Lepak , D. P. 1996 . Human resource management, manufacturing strategy, and firm performance . Academy of Management Journal , 39 ( 4 ) : 836 – 866 .