Work

Developing a service delivery improvement model for the Malaysian hotel sector

Year: 2013

Type: article

Abstract: Tourism contributes significantly to GDP in Malaysia where it is a catalyst for growth and development. Dr. Lahap worked with key government and industry stakeholders and over 300 employees in Malaysian hotels, to develop a service delivery improvement model that will provide a framework to attract, train, motivate and retain hotel employees in Malaysia. The model has the potential to make a significant contribution to the economic development of Malaysia by improving overall demand for tourism, attracting high net worth visitors and increasing the number of hotel staff who are sufficiently experienced and trained to deliver services to international standards.

Source: Swinburne figshare (Swinburne University of Technology)

DOI: 10.25916/sut.26288803

Author: Lahap, Johanudin

Language: English

Topic: Hospitality and Tourism Education

Subfield: Tourism, Leisure and Hospitality Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Decent work and economic growth, Industry, innovation and infrastructure

Open Access status: green

OpenAlex ID: W2229452842

FWCI: 2.643

Cites: 42

Cited by: 2

Related to: 10