Service Delivery System Practices in Malaysian Hotel Operations: An Exploratory Study

Pengarang

  • Mohd Rizal Razalli College of Business, Universiti Utara Malaysia, Malaysia

DOI:

https://doi.org/10.32890/mmj2008.12.5

Kata kunci:

Hotel operations practices, service delivery system

Abstrak

A hotel’s service delivery system is unique because it produces products as well as services. Priorresearch in this area is still scarce especially in the context of the Malaysian service industry. Thispaper investigates the extent of service delivery system practices in Malaysia’s hotels. In doing so, aquestionnaire was sent to all 474 star-rated hotels in Malaysia. A response rate of 19% was received.By using factor analysis and descriptive statistics, the results indicated that the extent of hotel servicedelivery system could be measured by the following seven dimensions – new products/services, customerparticipation, hotel operations layout, push/pull orientation, level of standardisation, use of InformationTechnology (IT), and human resource specialisation. Furthermore, on each dimension, managers ofhotels perceived that their hotels had high introduction of products/services, high customer participationfor service adaptation, mixed operations layout, pull orientation, high standardisation of processes, high use of IT for cost reduction, and low human resource specialisation.

 

Muat turun

Muat turun data belum tersedia.

Rujukan

Abad-Grau, M.M., & Arias-Aranda, D. (2006). Operations strategy and flexibility: Modeling with Bayesian classifiers. Industrial Management and Data Systems, 106(4), 460-484.

Arias-Aranda, D. (2002). Relationship between operations strategy and size in engineering consulting firms. International Journal of Service Industry Management, 13(3), 263-285.

Babbie, E. (2004). The practice of social research (10th ed.). Belmont, CA: Wadsworth.

Briggs, S., Sutherland, J., & Drummond, S. (2007). Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28, 1006-1019.

Chon, K.-S., & Sparrowe, R. T. (1995). Welcome to hospitality: An introduction. Cincinnati: South-Western Publishing Co. http://mmj.uum.edu.my Christiansen, T., Berry, W. L., Bruun, P., & Ward,

P. (2003). A mapping of competitive priorities, manufacturing practices, and operational performance in groups of Danish manufacturing companies. International Journal of Operations and Production Management, 23(10), 1163-1183.

Cox, J. F., & Blackstone, J. H. (1998). APICS Dictionary (9th ed.). VA: Falls Church.

Dangayach, G. S., & Deshmukh, S. G. (2001). Manufacturing strategy: Literature review and some issues. International Journal of Operations and Production Management, 21(7), 884-932.

Davis, M.M., Aquilano, N. J., & Chase, R. B. (2003). Fundamentals of operations management (4th ed.). Boston: McGrawHill.

Espino-Rodriguez, T. F., & Padon-Robaina, V. (2004). Outsourcing and its impact on operational objectives and performance: A study of hotels in the Canary Islands. International Journal of Hospitality Management, 23, 287-306.

Fitzsimmons, J. A., & Fitzsimmons, M. J. (2001). Service Management: Operations strategy and Information Technology (3rd ed.). Singapore: McGraw-Hill.

Frohlich, M. T., & Dixon, J. R. (2001). A taxonomy of manufacturing strategy revisited. Journal of Operations Management, 19, 541-558.

Gaither, N., & Frazier, G. (2002). Operations management (9th ed.). Ohio: Thomson Learning.

Goldsmith, A., & Mohd Zahari, M. (1994). Hospitality education in Malaysia: Filling the skill gap. International Journal of Contemporary Hospitality Management, 6(6), 27-31. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R.

E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). New Jersey: Prentice Hall.

Haksever, C., Render, B., Russell, R. S., & Murdick, R. G. (2000). Service management and operations (2nd ed.). New Jersey: Prentice Hall.

Hayes, R. H., & Wheelwright, S. G. (1984). Restoring our competitive edge: Competing through manufacturing. New York: Wiley.

Hill, T. J. (1987). Teaching manufacturing strategy. International Journal of Operations and Production Management, 11(2), 5-13. Hitt, M. A., Ireland, R. D., & Hoskisson, R.

E. (2001). Strategic management: Competitiveness and globalization (concepts and cases) (4th ed.). Singapore: South-Western College Publishing.

Igbaria, M., Livari, J., & Maragahh, H. (1995). Why do individuals use computer technology? A Finnish case study. Information and Management, 29(5), 227-238.

Katuria, R. (2000). Competitive priorities and managerial performance: A taxonomy of small manufacturers. Journal of Operations Management, 18(6), 627641.

Lau, P. M., Akbar, A. K., & Fie, D. Y. G. (2005). Service quality: A study of the luxury hotels in Malaysia. Journal of American Academy of Business, 7(2), 46-55.

Menda, R., & Dilts, D. (1997). The manufacturing strategy formulation process: Linking multifunctional viewpoints. Journal of Operations Management, 15, 223-241.

Menor, L. J., Roth, A. V., & Mason, C. H. (2001). Agility in retail banking: A numerical taxonomy of strategic service groups. Manufacturing and Service Operations Management, 3(4), 273-292.

Miller, J. G., & Roth, A. (1994). A taxonomy of manufacturing strategy. Management Science, 40(3), 285-304. Ministry of Culture Arts and Tourism Malaysia. (2004). Kriteria pengkelasan hotel. Kuala Lumpur: Ministry of Culture, Arts and Tourism Malaysia.

Minor, E. D., Hensley, R. L., & Wood, D. R. (1994). A review of empirical manufacturing strategy studies. International Journal of Operations and Production Management, 14(1), 5-25.

Morita, M., & Flynn, E. J. (1997). The linkage among management systems, http://mmj.uum.edu.my practices and behavior in successful manufacturing strategy. International Journal of Operations and Production Management, 17(10), 967-993.

Nunnally, J. (1978). Psychometric theory. New York: McGraw-Hill.

Ong, J. (2004). The Malaysian hotel industry: A brief perspective. Kuala Lumpur: Malaysian Association of Hotels.

Poon, W.-C., & Low, K. L.-T. (2005). Are travellers satisfied with Malaysian hotels? International Journal of Contemporary Hospitality Management, 17(3), 217227.

Reid, R. D., & Sanders, N. R. (2002). Operations management. New York: John Wiley and Sons, Inc.

Sekaran, U. (2000). Research methods for business (3rd ed.). New York: John Wiley and Sons, Inc. Silvestro, R., Fitzgerald, L., Johnston, R., & Voss,

C. (1992). Towards a classification of service processes. International Journal of Service Industry Management, 3(3), 62-75.

Skinner, W. (1969). Manufacturing: The linking in corporate strategy. Harvard Business Review, May-June, 136-145.

Swamidass, P. M., & Newell, W. T. (1987). Manufacturing strategy. Environmental uncertainty, and performance: A path analytic model. Management Science, 509-524.

Swink, M., Narasimhan, R., & Kim, S. W. (2005). Manufacturing practices and strategy integration: Effects on cost efficiency, flexibility, and market-based performance. Decision Sciences, 36(3), 427-457.

Tourism Malaysia. (2003/2004). Malaysia accomodation directory. Kuala Lumpur: Tourism Malaysia.

Tourism Malaysia. (2006). Accommodation guide. Kuala Lumpur: Ministry of Tourism.

Tourism Malaysia. (2007). Tourism Malaysia statistic. Retrieved March 23, 2007, from http://www.tourism.gov.my/statistics. asp

Verma, R., & Young, S. T. (2000). Configurations of low-contact services. Journal of Operations Management, 18, 643-661. Victorino, L., Verma, R., Plaschka, G., & Dev,

C. (2005). Service innovation and customer choices in the hospitality industry. Managing Service Quality, 15(6), 555-576. Youndt, M. A., Snell, S. A., Dean, J. W., &

Lepak, D. P. (1996). Human resource management, manufacturing strategy and firm performance. Academy Management Journal, 39(4).

Muat turun

Diterbitkan

2008-12-01

Terbitan

Jil. 12 No. 1&2 (2008): Malaysian Management Journal (MMJ) Vol. 12 No.1&2 June/December 2008

Bahagian

Articles

Cara Memetik

Razalli, M. R. (2008). Service Delivery System Practices in Malaysian Hotel Operations: An Exploratory Study. Malaysian Management Journal, 12(1&2), 103-115. https://doi.org/10.32890/mmj2008.12.5

##plugins.generic.citations.panel.title##

##plugins.generic.citations.panel.harvested## 2026-09-27
0 ##plugins.generic.citations.panel.citationsNone##

##plugins.generic.citations.panel.body##

##plugins.generic.citations.panel.identifiers## DOI 10.32890/mmj2008.12.5