Razalli, Mohd Rizal
(2008)
The Consequences Of Service Operations Practice And Service
Responsiveness On Hotel Performance: Examining Hotels In
Malaysia.
PhD thesis, Universiti Sains Malaysia.
Abstract
Hotel-hotel di Malaysia perlu meningkatkan prestasi organisasi mereka. Pertama, keperluan
untuk meningkatkan prestasi hotel adalah disebabkan oleh faktor-faktor luaran dalam sektor
hospitaliti yang mengalami persaingan yang amat sengit dan juga ketidakpastian yang
berpunca daripada pengganas dan penyakit-penyakit seperti SARS dan selsema burung.
Kedua, faktor-faktor dalaman seperti tahap kualiti servis yang rendah dan penurunan kadar
purata penginapan juga menyebabkan keperluan untuk meningkatkan prestasi hotel
bertambah. Selain itu, hubungan antara prestasi hotel, amalan servis operasi dan tindak balas
belum lagi dikaji sepenuhnya. Dengan menggunakan perspektif berdasarkan sumber, kajian
ini menekankan bagaimana amalan servis operasi (SOP) boleh meningkatkan prestasi hotel
(OP).
Hotels in Malaysia need to improve their organizational performance. Firstly, the urge to
improve the hotel performance is due to the external factors in the current hospitality
environments, which characterized by intense competition and uncertainty such as from
terrorism and diseases such as SARS and bird flu. Secondly, the internal factors such as low
level of service quality and decreasing average occupancy rates also strengthen the need for such
improvement. In addition, the relationships among hotel performance, operations practice and
responsiveness have not been fully explored. In line with the resource-based view, this study
focuses on how service operations practice (SOP) could improve the hotel performance (OP).
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