Towards developing a service delivery improvement model for the Malaysian Hotel sector / Johanudin Lahap, G. Barry O'Mahony and Jim Sillitoe
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...
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| Format: | Article |
| Language: | English |
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Research Management Institute (RMI)
2011
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| Online Access: | http://ir.uitm.edu.my/id/eprint/13098/ http://ir.uitm.edu.my/id/eprint/13098/1/AJ_JOHANUDIN%20LAHAP%20SMRJ%2011%201.pdf |