The Critical Role of the Human
Resources for Tourism and Hospitality
Businesses
Few people would reject the proposition that the
human element in tourism and hospitality organizations
is critical for service quality, customer satisfaction
and loyalty, competitive advantage, and
organizational performance. This belief is supported
by many theories, models, and empirical studies in
the strategy, service, and tourism management
literatures that stress the critical role of human
resources for organizations. On the theoretical front,
resource based theory (Barney 1991; Grant 1991;