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Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams

Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar h...

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Main Authors: Lee, Sanghyeop, Lee, Kai Sean, Chua, Bee Lia, Han, Heesup
Format: Article
Language:English
Published: Routledge 2019
Online Access:http://psasir.upm.edu.my/id/eprint/80076/1/Hotel%20restaurants%E2%80%99%20challenges%20and%20critical%20success%20factors%20in%20Klang%20Valley%2C%20Malaysia%20the%20inseparable%20roles%20of%20support%20centers%20and%20revenue%20streams.pdf
http://psasir.upm.edu.my/id/eprint/80076/
https://www.researchgate.net/publication/325835292_Hotel_restaurants%27_challenges_and_critical_success_factors_in_Klang_Valley_Malaysia_the_inseparable_roles_of_support_centers_and_revenue_streams
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spelling my.upm.eprints.800762020-09-18T08:34:20Z http://psasir.upm.edu.my/id/eprint/80076/ Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams Lee, Sanghyeop Lee, Kai Sean Chua, Bee Lia Han, Heesup Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar hotels were studied and 10 respondents responsible for hotel restaurants’ planning and operations were sampled in this multiple case study approach. A total of 13 challenges were identified, and thematic analysis found 10 common CSFs crucial to hotel restaurants. Among the 10 CSFs, 2 distinctive CSFs were identified playing exceptional roles, including: (1) the inseparable linkage between hotel restaurants and support centers, as well as (2) the inseparable linkage between hotel restaurants and revenue streams. Moreover, this study broadened the retrospective understanding of the term “inseparability” in service organizations, and also contributed several implications for hotel restaurant managers to incorporate into their businesses Routledge 2019 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/80076/1/Hotel%20restaurants%E2%80%99%20challenges%20and%20critical%20success%20factors%20in%20Klang%20Valley%2C%20Malaysia%20the%20inseparable%20roles%20of%20support%20centers%20and%20revenue%20streams.pdf Lee, Sanghyeop and Lee, Kai Sean and Chua, Bee Lia and Han, Heesup (2019) Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams. Journal of Quality Assurance in Hospitality and Tourism, 20 (1). pp. 16-43. ISSN 1528-008X; ESSN: 1528-0098 https://www.researchgate.net/publication/325835292_Hotel_restaurants%27_challenges_and_critical_success_factors_in_Klang_Valley_Malaysia_the_inseparable_roles_of_support_centers_and_revenue_streams 10.1080/1528008X.2018.1483284
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar hotels were studied and 10 respondents responsible for hotel restaurants’ planning and operations were sampled in this multiple case study approach. A total of 13 challenges were identified, and thematic analysis found 10 common CSFs crucial to hotel restaurants. Among the 10 CSFs, 2 distinctive CSFs were identified playing exceptional roles, including: (1) the inseparable linkage between hotel restaurants and support centers, as well as (2) the inseparable linkage between hotel restaurants and revenue streams. Moreover, this study broadened the retrospective understanding of the term “inseparability” in service organizations, and also contributed several implications for hotel restaurant managers to incorporate into their businesses
format Article
author Lee, Sanghyeop
Lee, Kai Sean
Chua, Bee Lia
Han, Heesup
spellingShingle Lee, Sanghyeop
Lee, Kai Sean
Chua, Bee Lia
Han, Heesup
Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
author_facet Lee, Sanghyeop
Lee, Kai Sean
Chua, Bee Lia
Han, Heesup
author_sort Lee, Sanghyeop
title Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
title_short Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
title_full Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
title_fullStr Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
title_full_unstemmed Hotel restaurants’ challenges and critical success factors in Klang Valley, Malaysia: the inseparable roles of support centers and revenue streams
title_sort hotel restaurants’ challenges and critical success factors in klang valley, malaysia: the inseparable roles of support centers and revenue streams
publisher Routledge
publishDate 2019
url http://psasir.upm.edu.my/id/eprint/80076/1/Hotel%20restaurants%E2%80%99%20challenges%20and%20critical%20success%20factors%20in%20Klang%20Valley%2C%20Malaysia%20the%20inseparable%20roles%20of%20support%20centers%20and%20revenue%20streams.pdf
http://psasir.upm.edu.my/id/eprint/80076/
https://www.researchgate.net/publication/325835292_Hotel_restaurants%27_challenges_and_critical_success_factors_in_Klang_Valley_Malaysia_the_inseparable_roles_of_support_centers_and_revenue_streams
_version_ 1678594241709735936
score 13.211869

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