{"id":"https://openalex.org/W2181546409","doi":null,"title":"The development of a service delivery improvement model for the Malaysian hotel sector: a focus on the developing, formulating, synthesising and refinement of a new model","display_name":"The development of a service delivery improvement model for the Malaysian hotel sector: a focus on the developing, formulating, synthesising and refinement of a new model","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W2181546409","mag":"2181546409"},"language":"en","primary_location":{"id":"pmh:oai:researchbank.swinburne.edu.au:05018685-bff0-40b7-9ee4-66393eec96fd/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/316264","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Journal of Tourism, Hospitality and Culinary Arts, Vol. 3, no. 1 (2011), pp. 1-24","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://ro.uow.edu.au/dubaipapers/823","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077802959","display_name":"G. Barry O\u2019Mahony","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"G. Barry O\u2019Mahony","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050709839","display_name":"Johanudin Lahap","orcid":"https://orcid.org/0000-0001-6663-3263","observed_orcids":["https://orcid.org/0000-0001-6663-3263"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Johanudin Lahap","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0001-6663-3263","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5009551305","display_name":"James F. Sillitoe","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"James Sillitoe","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.3919,"has_fulltext":true,"cited_by_count":5,"citation_normalized_percentile":{"value":0.89334427,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"3","issue":"1","first_page":"1","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9707000255584717,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9707000255584717,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.008100000210106373,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.00800000037997961,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.9470000267028809},{"id":"https://openalex.org/keywords/malaysian-hotels","display_name":"Malaysian hotels","score":0.640999972820282},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8429999947547913},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.871999979019165},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.7009999752044678},{"id":"https://openalex.org/keywords/employee-retention","display_name":"employee retention","score":0.6790000200271606},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.6809999942779541},{"id":"https://openalex.org/keywords/tourism-industry","display_name":"tourism industry","score":0.5920000076293945},{"id":"https://openalex.org/keywords/service-standards","display_name":"service standards","score":0.3490000069141388}],"concepts":[{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.8365013599395752},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.7621527314186096},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.708631157875061},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6567109227180481},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.6418692469596863},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.577335000038147},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.525102972984314},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5247076749801636},{"id":"https://openalex.org/C2776687071","wikidata":"https://www.wikidata.org/wiki/Q5265193","display_name":"Destinations","level":3,"score":0.5123645067214966},{"id":"https://openalex.org/C521751864","wikidata":"https://www.wikidata.org/wiki/Q1729207","display_name":"Christian ministry","level":2,"score":0.443952351808548},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4276352524757385},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.07674545049667358},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C27206212","wikidata":"https://www.wikidata.org/wiki/Q34178","display_name":"Theology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:researchbank.swinburne.edu.au:05018685-bff0-40b7-9ee4-66393eec96fd/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/316264","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Journal of Tourism, Hospitality and Culinary Arts, Vol. 3, no. 1 (2011), pp. 1-24","raw_type":null},{"id":"pmh:oai:ro.uow.edu.au:dubaipapers-1871","doi":null,"is_oa":true,"landing_page_url":"https://ro.uow.edu.au/dubaipapers/823","pdf_url":"https://ro.uow.edu.au/dubaipapers/823","source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"University of Wollongong in Dubai - Papers","raw_type":"article"},{"id":"pmh:oai:figshare.com:article/27718161","doi":null,"is_oa":false,"landing_page_url":"https://figshare.com/articles/journal_contribution/The_development_of_a_service_delivery_improvement_model_for_the_Malaysian_hotel_sector_a_focus_on_the_developing_formulating_synthesising_and_refinement_of_a_new_model/27718161","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"},{"id":"mag:2181546409","doi":null,"is_oa":false,"landing_page_url":"https://researchbank.swinburne.edu.au/items/05018685-bff0-40b7-9ee4-66393eec96fd/1/","pdf_url":null,"source":{"id":"https://openalex.org/S2764738790","display_name":"Journal of Tourism & Hospitality","issn_l":"2167-0269","issn":["2167-0269"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310320466","host_organization_name":"OMICS Publishing Group","host_organization_lineage":["https://openalex.org/P4310320466"],"host_organization_lineage_names":["OMICS Publishing Group"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Tourism & Hospitality","raw_type":null}],"best_oa_location":{"id":"pmh:oai:ro.uow.edu.au:dubaipapers-1871","doi":null,"is_oa":true,"landing_page_url":"https://ro.uow.edu.au/dubaipapers/823","pdf_url":"https://ro.uow.edu.au/dubaipapers/823","source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"University of Wollongong in Dubai - Papers","raw_type":"article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":1.0,"display_name":"Decent work and economic growth"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2181546409.pdf","grobid_xml":"https://content.openalex.org/works/W2181546409.grobid-xml"},"referenced_works_count":45,"referenced_works":["https://openalex.org/W171839563","https://openalex.org/W188807262","https://openalex.org/W1518043063","https://openalex.org/W1521703046","https://openalex.org/W1531440869","https://openalex.org/W1579649078","https://openalex.org/W1604388772","https://openalex.org/W1689771227","https://openalex.org/W1770906840","https://openalex.org/W1804814971","https://openalex.org/W1813309900","https://openalex.org/W1964461969","https://openalex.org/W1967968613","https://openalex.org/W1982775699","https://openalex.org/W1991670833","https://openalex.org/W1993344950","https://openalex.org/W1995793774","https://openalex.org/W2005075458","https://openalex.org/W2010812063","https://openalex.org/W2012465829","https://openalex.org/W2019270242","https://openalex.org/W2026368098","https://openalex.org/W2042201565","https://openalex.org/W2044397609","https://openalex.org/W2049212643","https://openalex.org/W2049362416","https://openalex.org/W2052122985","https://openalex.org/W2062182591","https://openalex.org/W2066189508","https://openalex.org/W2075304413","https://openalex.org/W2078933282","https://openalex.org/W2086831921","https://openalex.org/W2094598600","https://openalex.org/W2102458780","https://openalex.org/W2128289823","https://openalex.org/W2135255056","https://openalex.org/W2142351873","https://openalex.org/W2146449293","https://openalex.org/W2150306270","https://openalex.org/W2157350559","https://openalex.org/W2168512241","https://openalex.org/W2316110746","https://openalex.org/W2441021234","https://openalex.org/W2884184497","https://openalex.org/W2994236064"],"related_works":["https://openalex.org/W3195471928","https://openalex.org/W7099866908","https://openalex.org/W2229452842","https://openalex.org/W2941290471","https://openalex.org/W2225111969","https://openalex.org/W2208356957","https://openalex.org/W7034252451","https://openalex.org/W3126203041","https://openalex.org/W2940983751","https://openalex.org/W7064200657"],"abstract_inverted_index":{"The":[0,101,195,211],"hospitality":[1,66],"and":[2,28,67,80,114,140,146,192,206,225,245],"tourism":[3,21,38,68],"industry":[4,39,104],"makes":[5],"a":[6,23,182,220,248],"significant":[7],"contribution":[8,94],"to":[9,59,142,162,164,172,188,199,202,207,241],"the":[10,32,37,65,74,86,110,126,137,148,200,232],"economic":[11,93],"development":[12],"of":[13,45,91,98,129,150,250],"many":[14,115,235],"countries":[15],"with":[16,122],"some":[17],"being":[18],"reliant":[19],"on":[20],"as":[22,53,55,161],"major":[24],"catalyst":[25],"for":[26,48],"growth":[27,108],"development.":[29],"This":[30,169,228],"is":[31,216,219,229],"case":[33],"in":[34,63,89,109,117,247],"Malaysia":[35,75,118],"where":[36,234],"has":[40,105],"been":[41,239],"hosting":[42],"large":[43],"numbers":[44],"tourists":[46],"arriving":[47],"business":[49],"or":[50],"vacation":[51],"purposes":[52],"well":[54],"transient":[56],"passengers":[57],"en-route":[58],"other":[60],"destinations.":[61],"Indeed":[62],"2009,":[64],"sector":[69],"contributed":[70],"RM26.6":[71],"billion":[72],"towards":[73],"Gross":[76],"Domestic":[77],"Product":[78],"(GDP)":[79],"it":[81],"was":[82],"ranked":[83],"second,":[84],"after":[85],"manufacturing":[87],"sector,":[88],"terms":[90],"overall":[92],"(Ministry":[95],"ofFinance/Central":[96],"Bank":[97],"Malaysia,":[99],"2010).":[100],"Malaysian":[102],"hotel":[103],"experienced":[106],"signcant":[107],"last":[111],"10":[112],"years":[113],"hotels":[116,124],"are":[119,154,252],"now":[120],"opulent,":[121],"new":[123],"achieving":[125],"highest":[127],"standards":[128,145],"presentation.":[130],"However,":[131],"service":[132,158,166,176],"delivery":[133,167,177],"often":[134],"lags":[135],"behind":[136],"physical":[138],"environment":[139],"struggles":[141],"meet":[143],"international":[144,151],"therefore":[147],"expectations":[149],"guests.":[152],"There":[153],"diverse":[155],"views":[156],"among":[157,214],"quality":[159],"researchers":[160],"how":[163],"improve":[165],"standards.":[168],"paper":[170],"seeks":[171],"examine":[173],"an":[174],"appropriate":[175],"improvement":[178],"model":[179],"that":[180,184,217,237],"provides":[181],"framework":[183],"can":[185],"be":[186],"used":[187],"attract,":[189],"train,":[190],"motivate":[191],"retain":[193],"employees.":[194],"main":[196],"arguments":[197],"relate":[198],"means":[201],"achieve":[203],"customer":[204,209],"satisfaction":[205,224],"develop":[208],"loyalty.":[210],"general":[212],"view":[213],"scholars":[215],"there":[218],"link":[221],"between":[222],"employee":[223],"job":[226],"performance.":[227],"evident":[230],"within":[231],"literature":[233],"strategies":[236],"have":[238],"developed":[240],"enhance":[242],"both":[243],"products":[244],"services":[246],"variety":[249],"contexts":[251],"presented.":[253]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2016-06-24T00:00:00"}
