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Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe

The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment, struggles to meet international standard...

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Main Authors: Lahap, Johanudin, G., Barry O'Mahony, Jim, Sillitoe
Format: Article
Language:English
Published: Research Management Institute (RMI) 2011
Subjects:
Marketing
Job satisfaction
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:http://ir.uitm.edu.my/id/eprint/13098/1/AJ_JOHANUDIN%20LAHAP%20SMRJ%2011%201.pdf
http://ir.uitm.edu.my/id/eprint/13098/
https://smrj.uitm.edu.my/
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spelling my.uitm.ir.130982016-06-30T06:16:04Z http://ir.uitm.edu.my/id/eprint/13098/ Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe Lahap, Johanudin G., Barry O'Mahony Jim, Sillitoe Marketing Job satisfaction Hospitality industry. Hotels, clubs, restaurants, etc. Food service The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment, struggles to meet international standards and ergo the expectations ofinternational guests. There are diverse views among service quality researchers as to how to improve service delivery standards. Consequently, this study seeks to develop an appropriate service delivery improvement model that provides a framework that can be used to attract, train, motivate and retain hotel employees. Within the literature many strategies have been presented that are designed to enhance both products and services in a variety of contexts. Among the better known ofthese are Total Quality Management (TQM), Six Sigma (SS), SERVQUAL (SQ), the Relationship Marketing paradigm (RM), Internal Marketing (1M) and Internal Market Orientation (IMO). The general view among scholars, however, is that there is a link between employee satisfaction and job performance. This article examines and analyses the most significant elements of various product and service improvement models, and presents a revised service delivery improvement model as afirst step in customising a modelfor the Malaysian hotel sector. The research concludes that a number of these elements are critical to service improvement, the authors note that the implementation of such a model will need to be further developed with assistance from industry stakeholders in Malaysia. Research Management Institute (RMI) 2011 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13098/1/AJ_JOHANUDIN%20LAHAP%20SMRJ%2011%201.pdf Lahap, Johanudin and G., Barry O'Mahony and Jim, Sillitoe (2011) Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe. Social and Management Research Journal (SMRJ), 8 (2). pp. 75-98. ISSN 1675-7017 https://smrj.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Marketing
Job satisfaction
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
spellingShingle Marketing
Job satisfaction
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Lahap, Johanudin
G., Barry O'Mahony
Jim, Sillitoe
Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
description The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment, struggles to meet international standards and ergo the expectations ofinternational guests. There are diverse views among service quality researchers as to how to improve service delivery standards. Consequently, this study seeks to develop an appropriate service delivery improvement model that provides a framework that can be used to attract, train, motivate and retain hotel employees. Within the literature many strategies have been presented that are designed to enhance both products and services in a variety of contexts. Among the better known ofthese are Total Quality Management (TQM), Six Sigma (SS), SERVQUAL (SQ), the Relationship Marketing paradigm (RM), Internal Marketing (1M) and Internal Market Orientation (IMO). The general view among scholars, however, is that there is a link between employee satisfaction and job performance. This article examines and analyses the most significant elements of various product and service improvement models, and presents a revised service delivery improvement model as afirst step in customising a modelfor the Malaysian hotel sector. The research concludes that a number of these elements are critical to service improvement, the authors note that the implementation of such a model will need to be further developed with assistance from industry stakeholders in Malaysia.
format Article
author Lahap, Johanudin
G., Barry O'Mahony
Jim, Sillitoe
author_facet Lahap, Johanudin
G., Barry O'Mahony
Jim, Sillitoe
author_sort Lahap, Johanudin
title Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
title_short Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
title_full Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
title_fullStr Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
title_full_unstemmed Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
title_sort towards developing a service delivery improvement model for the malaysian hotel sector / johanudin lahap, g. barry o'mahony and jim sillitoe
publisher Research Management Institute (RMI)
publishDate 2011
url http://ir.uitm.edu.my/id/eprint/13098/1/AJ_JOHANUDIN%20LAHAP%20SMRJ%2011%201.pdf
http://ir.uitm.edu.my/id/eprint/13098/
https://smrj.uitm.edu.my/
_version_ 1685648404562051072
score 13.211869

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