The role of human resource practices in achieving quality enhancement and cost reduction: an investigation of volunteer use in tourism organisations

This paper examines the role of human resource practices in enabling cost reduction and quality enhancement. In particular, it investigates the use of volunteers in tourism organisations. The study is located in two visitor information centres (VICs) and focuses on the financial costs and service quality of paid staff and volunteers. The research uses both qualitative and quantitative data. The findings suggest that volunteers provide a cost effective means of providing quality service and that there were, in this instance, no differences found in the quality of service provided by paid staff and volunteers. The findings also suggest that human resource practices such as innovative training programs, strategic recruiting and the provision of a team environment enhance the service quality. Future research directions are recommended as an outcome of this study.