Staff View: The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]

The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]

The hospitality and tourism industry make a significant contribution to the economic development of many countries with some being reliant on tourism as a major catalyst for growth and development. This is the case in Malaysia where the tourism industry has been hosting large numbers of tourists arr...

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Main Authors:	O'Mahony, Barry, Lahap, Johanudin, Sillitoe, Jim
Format:	Article
Language:	English
Published:	Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus 2011
Subjects:	Travel and the state. Tourism Total quality management. Benchmarking Hospitality industry. Hotels, clubs, restaurants, etc. Food service Quality control
Online Access:	http://ir.uitm.edu.my/id/eprint/44403/1/44403.pdf http://ir.uitm.edu.my/id/eprint/44403/ https://www.jthca.org/
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id	my.uitm.ir.44403
record_format	eprints
spelling	my.uitm.ir.444032021-05-20T01:20:09Z http://ir.uitm.edu.my/id/eprint/44403/ The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.] O'Mahony, Barry Lahap, Johanudin Sillitoe, Jim Travel and the state. Tourism Total quality management. Benchmarking Hospitality industry. Hotels, clubs, restaurants, etc. Food service Quality control The hospitality and tourism industry make a significant contribution to the economic development of many countries with some being reliant on tourism as a major catalyst for growth and development. This is the case in Malaysia where the tourism industry has been hosting large numbers of tourists arriving for business or vacation purposes as well as transient passengers en-route to other destinations. Indeed in 2009, the hospitality and tourism sector contributed RM26.6 billion towards the Malaysia Gross Domestic Product (GDP) and it was ranked second, after the manufacturing sector, in terms of overall economic contribution (Ministry of Finance/Central Bank of Malaysia, 2010). The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, with new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment and struggles to meet international standards and therefore the expectations of international guests. There are diverse views among service quality researchers as to how to improve service delivery standards. This paper seeks to examine an appropriate service delivery improvement model that provides a framework that can be used to attract, train, motivate and retain employees. The main arguments relate to the means to achieve customer satisfaction and to develop customer loyalty. The general view among scholars is that there is a link between employee satisfaction and job performance. This is evident within the literature where many strategies that have been developed to enhance both products and services in a variety of contexts are presented. Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus 2011-04 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/44403/1/44403.pdf ID44403 O'Mahony, Barry and Lahap, Johanudin and Sillitoe, Jim (2011) The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]. Journal of Tourism, Hospitality & Culinary Arts, 3 (1). pp. 1-24. ISSN 1985-8914 , 2590-3837 https://www.jthca.org/
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	Travel and the state. Tourism Total quality management. Benchmarking Hospitality industry. Hotels, clubs, restaurants, etc. Food service Quality control
spellingShingle	Travel and the state. Tourism Total quality management. Benchmarking Hospitality industry. Hotels, clubs, restaurants, etc. Food service Quality control O'Mahony, Barry Lahap, Johanudin Sillitoe, Jim The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
description	The hospitality and tourism industry make a significant contribution to the economic development of many countries with some being reliant on tourism as a major catalyst for growth and development. This is the case in Malaysia where the tourism industry has been hosting large numbers of tourists arriving for business or vacation purposes as well as transient passengers en-route to other destinations. Indeed in 2009, the hospitality and tourism sector contributed RM26.6 billion towards the Malaysia Gross Domestic Product (GDP) and it was ranked second, after the manufacturing sector, in terms of overall economic contribution (Ministry of Finance/Central Bank of Malaysia, 2010). The Malaysian hotel industry has experienced significant growth in the last 10 years and many hotels in Malaysia are now opulent, with new hotels achieving the highest standards of presentation. However, service delivery often lags behind the physical environment and struggles to meet international standards and therefore the expectations of international guests. There are diverse views among service quality researchers as to how to improve service delivery standards. This paper seeks to examine an appropriate service delivery improvement model that provides a framework that can be used to attract, train, motivate and retain employees. The main arguments relate to the means to achieve customer satisfaction and to develop customer loyalty. The general view among scholars is that there is a link between employee satisfaction and job performance. This is evident within the literature where many strategies that have been developed to enhance both products and services in a variety of contexts are presented.
format	Article
author	O'Mahony, Barry Lahap, Johanudin Sillitoe, Jim
author_facet	O'Mahony, Barry Lahap, Johanudin Sillitoe, Jim
author_sort	O'Mahony, Barry
title	The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
title_short	The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
title_full	The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
title_fullStr	The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
title_full_unstemmed	The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]
title_sort	development of a service delivery improvement model for the malaysian hotel sector: a focus on the developing, formulating, synthesising and refinement of a new model / barry o'mahony … [et al.]
publisher	Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus
publishDate	2011
url	http://ir.uitm.edu.my/id/eprint/44403/1/44403.pdf http://ir.uitm.edu.my/id/eprint/44403/ https://www.jthca.org/
_version_	1701165830330384384
score	13.211869

The Development of a Service Delivery Improvement Model for the Malaysian Hotel Sector: A Focus on the Developing, Formulating, Synthesising and Refinement of a New Model / Barry O'Mahony … [et al.]

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