The Consequences Of Service Operations Practice And Service Responsiveness On Hotel Performance: Examining Hotels In Malaysia. - Razalli, Mohd Rizal (2008)

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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).