الفهرس Only 14 pages are availabe for public view
 |  | from | 246 |  |  |
| | | from | 246 | | |
Abstract
Tourism and hospitality industry is one of the first economic activities in the world. On international basis, tourism and hospitality industry is a leading and lucrative industry in creating job opportunities. According to the informative reports of Egyptian Minister’s Cabinet (Dec., 2007), tourism sector participated in the international Gross Domestic Products with a share of 10.3%, and provided 234 Million job opportunities that represent 8.2% of the total worldwide Manpower in year 2006.
Recently, there are three powerful trends that are transforming the business environment, including hospitality industry. These trends are the shift in strategic resources from financial capital to human capital, the return on human resources investment and human element development as a competitive edge. Employees’ performance plays an important role within the service encounter, because they serve as signs of quality and value to consumers. One particularly important cue is the performance of customer-contact employees as they create and deliver service quality. Many researches and studies proved the fact that front desk, housekeeping, and food and beverage service employee performance have significant effects on perceived quality and value. Both quality and value increase word-of-mouth intentions and repeat business.