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Performance appraisal is a systematic and periodic evaluation of an employee’s job performance in relation to predetermined standards and organizational objectives. In tourism organizations such as hotels, travel agencies, airlines, tour operations and event management companies, performance appraisal plays a crucial role in managing personnel because service quality largely depends on employee efficiency, behavior, communication skills and customer handling abilities. It helps management assess individual contributions, identify strengths and weaknesses, determine training needs, provide feedback, and make decisions regarding promotions, incentives, transfers and terminations. In the tourism sector, where customer ____ ________ ____ _______ ____ ___ _________ ______ ____ ________ _________.
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