The Role of B2E in Increasing Human Capital Value in H&L

Erdly, Marvin
July 2001
Hospitality Upgrade;Summer2001, p1
Trade Publication
The article focuses on connection between human capital and guest satisfaction and the role of business to employee (B2E) to improve such relationship in hospitality and leisure (H&L) industry. It says that guest satisfaction is related to employees' attitude whether they are friendly, quick, and responsive from delivering services to guests. Meanwhile, B2E improves such relationship through the use of web to integrate employees on important news and to change the business processes.


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