... in how staff are behaving with each other. © MCB UP Limited 2002 Hotels Service quality Financial performance Human resource management The Hilton Group plc now consists of some 500 hotels across the world, employing over 60,000 staff in some 50 countries. All of these hotels...

.... In addition, there is the increasing recognition that trade‐offs between different measures – especially, for example, between short‐term financial performance and longer‐term discretionary and/or investment expenditure – need to be made more explicit (Geller, 1985; Fitzgerald et al., 1991; Kaplan...