Johnny Ch Lok

Introduction Change Management Science Johnny Ch Lok

Can facility management influence tourism industry's human resource management influence to improve productivity in airline, travel agent, hotel tourism sectors?In tourism industry, measuring productivity from HRM is extremely difficult and has proven to be a limitation within the tourism sector. Due to the customers are not tangible. For example, how can the travel agent measure its travel consultant individual service performance to evaluate whether the travelling customer feels or does not feel satisfactory loyalty from his/her service? How can the airline measure its pilot, airline front-line travelling passenger service attendant individual service performance to evaluate whether his/her travel passenger feels or does not feel satisfactory to whose service performance? Whether airport facility management can influence airline counter service staffs performance ?However, the complaint number whether it is more or less to the airline or travel agent's service behavior, it does not represent whose service attitude or behavior or performance is poor absolutely because there are many travel consumers whose complaints are unreasonable, although they feel satisfactory to the airline attendant or airline front -line service staffs individual service performance, but if they feel unhappy to be caused by the airline or travel agent service staff. They will still complain their performance. For this situation example, it is possible that the travel passenger is delayed to catch the airplane to fly, due to the country's sudden worse weather influence, he/she will complain the airline front-line counter travelling customer service staffs, it concerns when the air plane will arrive the airport, if the airline counter service staff's feedback is that the airplane needs long time arrival. Then, the travelling passengers will complain to the airline counter service staffs in angry. But in fact, the air plane delays to arrive the airport, the airline counter service staffs ought not need responsibilities to explain the reason why they can not assist the delayed air plane to arrive the country in easier. Furthermore, thy will be complained unreasonably. Hence, it is difficult to measure tourism sector's service staffs ' performance, also the complaint exact number is not one judgement factor to measure their service performance absolutely.