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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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