Award Date

Fall 2012

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration


Hotel Administration

First Committee Member

Gail Sammons, Chair

Number of Pages



Delivering consistent customer experiences is often a key driver of customer satisfaction in the leisure and hospitality industry. However, consistency can be compromised if new and existing employees are not adequately prepared for their roles and duties. The leisure and hospitality industry hires many new staff each year due to general industry growth and employee turnover. Training and development is therefore important for the industry to meet staffing requirements and to deliver consistent customer experiences. The rapid and significant developments in online training and education since mid 1990 have increased the size and knowledge of the candidate pool available to industry. Postsecondary education is more accessible to the masses and topical information is more readily available for lifelong learning (Dykman & Davis, 2008). The developments have also allowed organizations to better ensure consistency of content and delivery while also being able to simultaneously provide training to geographically dispersed employees.


Customer services; Distance education; Hospitality industry – Employees – Training of; Internet in education


Business | Education | Hospitality Administration and Management | Labor Relations

File Format


Degree Grantor

University of Nevada, Las Vegas




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