ABSTRACT

The tourism industry has played a vital role in the economic development of many countries, and Can Tho, a rapidly growing city in the Mekong Delta region of Vietnam, is no exception. The increasing importance of tourism in Can Tho's economy has necessitated innovative approaches and high service quality to ensure sustainable growth. This study has aimed to explore the role of human resource management (HRM) in fostering innovation and service quality in the tourism industry of Can Tho City. The purpose of this research is to provide insights into effective HRM strategies and practices that contribute to enhancing innovation and service quality within Can Tho's tourism sector. To achieve this, the study employed a mixed-methods research design, incorporating both qualitative and quantitative data. In-depth interviews with key stakeholders, including tourism professionals and HR managers, were conducted to gather rich qualitative data. Additionally, quantitative data was obtained through a survey of employees working in the tourism industry. The results of the study have indicated that effective HRM practices, such as talent acquisition and development, performance management, and employee engagement, are vital for fostering innovation and service quality in Can Tho's tourism sector. Furthermore, the findings have suggested that the implementation of a supportive organizational culture, ongoing training, and the promotion of employee creativity are key factors in achieving these objectives. In conclusion, this research has emphasized the importance of HRM in enhancing innovation and service quality in Can Tho's tourism industry. By implementing the recommended HRM practices and strategies, organizations within the sector can effectively contribute to the sustainable development of tourism in the city. The study also provides valuable insights for other cities and regions looking to improve their tourism industries through effective HRM.

Keywords: Human Resource Management, Innovation, Service Quality, Tourism Industry, Can Tho, Sustainable Development