Tourists’ perception of hotel frontlines’ questionable behaviors in Penang Island / Fairuz Abd Hakim, Norhamizan Hamir and Nor Azhar Mohd Taib

Abd Hakim, Fairuz and Hamir, Norhamizan and Mohd Taib, Nor Azhar (2011) Tourists’ perception of hotel frontlines’ questionable behaviors in Penang Island / Fairuz Abd Hakim, Norhamizan Hamir and Nor Azhar Mohd Taib. [Research Reports] (Unpublished)

Download

[thumbnail of 35536.PDF] Text
35536.PDF

Download (149kB)

Abstract

Previous scholars agreed that tourists’ satisfaction is the main objective in hotel business which reflects the service profit chain concept where satisfied employees will treat the customers fairly then lead to happy customers and satisfied customers will contribute to the organization profitability through repeat purchase and brand loyalty. However, the issues of questionable work behaviors always arise in hotel industry particularly in the three main departments. Questionable behaviors define as the behavior that not certainly right or wrong and thought to be important to at least that part of the market which makes return trips and also to the process of ‘word-of-mouth’ recommendations that visitors may engage in. Owing to the definition, it could be concluded that the effect of such behaviors is very bad since it involves the long-term profitability and growth of the hotel. This research was assessing on the tourists’ perception regarding questionable work behaviors by hotel frontline employees in all the three pillar-of-the- house departments which are front office, food and beverages, and also housekeeping. Not to forget, this research not only examining the tourists' perception but at the same time exploring the relationship between the variables of interest. Findings discovered that questionable work behaviors have a positive relationship with tourists' satisfaction.

Metadata

Item Type: Research Reports
Creators:
Creators
Email
Abd Hakim, Fairuz
UNSPECIFIED
Hamir, Norhamizan
UNSPECIFIED
Mohd Taib, Nor Azhar
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Che Ahmat, Nur'Hidayah
UNSPECIFIED
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General)
G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General) > Travel and state. Tourism
G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General) > Travel and state. Tourism > Malaysia
Divisions: Universiti Teknologi MARA, Pulau Pinang > Permatang Pauh Campus
Item ID: 35536
Uncontrolled Keywords: Questionable Behaviors, Hotel Frontlines' Ethics, Tourists’ Satisfaction
URI: https://ir.uitm.edu.my/id/eprint/35536

Fulltext

Fulltext is available at:
  • Bilik Koleksi Akses Terhad PTAR | Kampus Permatang Pauh, Pulau Pinang
  • ID Number

    35536

    Indexing


    View in Google Scholar

    Edit Item
    Edit Item