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

• Main Authors: Lahap, Johanudin, G., Barry O'Mahony, Jim, Sillitoe
• 格式: Article
• 語言: English
• 出版: Research Management Institute (RMI) 2011
• 主題: Marketing; Job satisfaction; Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• 在線閱讀: 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/

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...