DR THERESA (TERRI) SIMPKINTo investigate activities/programs in tourism and hospitality linking business operations, customer/visitor services and human resource management aimed at improving visitor experiences and business outcomes - U.K., Ireland, USA
Dr Theresa Simpkin – currently Head of Department, Leadership and Management
Lord Ashcroft International Business School
Anglia Ruskin University
Cambridge, Chelmsford, London.
Investigation into strategic and operational human resource management practices in tourism and hospitality. Does it drive repeat visitation and visitor loyalty?
FELLOWSHIP CONCLUSIONS & OUTCOMES
Human resource management is fundamental to experience building and delivery of customer services. A congruent and consistent provision of service elements in a tourism/hospitality product is imperative to repeat visitation, brand integrity and improved profitability.
The Fellowship supported a number of initiatives including the development of curriculum for schools, industry based learning materials, vocational education support materials and numerous presentations to industry players both in Australia and the UK.
The work continues to inform practice and theory development in my new role in higher education.