Abstract
This paper is developed as a means to discover the importance of improving service quality within the Malaysian Hotel Industry. To support that contention it was found that there are a number of methodologies or approaches that can be used to improve service delivery. Recent publications show that there is an emerging methodology sought to improve employee performance and one of the approaches are known as Internal Market Orientation. The Internal Market Orientation model consists of three dimensions and they are: i) Internal Market Intelligence Generation (IMIG), ii) Internal Communication (IC), and iii) Response to Intelligence (RTI). Despite of that this study will only highlight the third dimensions of the framework that is Response to Intelligence. A number of conclusive findings were found and it can be used to enhance employee performance and it is as well has the ability to improving the quality of service towards hotel guests. Notwithstanding, the findings of this study can be used to improve the competitive advantage of Malaysian Hotels and therefore, assisting the country to achieve competitiveness and leads to the creation of premier tourist destination in the world.
Highlights
Hospitality and Tourism industry is an important income generator to many countries, contributing at least 10 per cent of the world’s GDP, employs over 255 million people worldwide and represents 8 % of the global workforce [1]
The industry makes a significant contribution to the economic development of many countries, with some countries dependent on tourism as a catalyst for growth and development. This is the case in Malaysia where the tourism industry has been hosting large numbers of tourists arriving for business or holiday purposes as well as transient passengers’ en-route to other destinations
The quality of service delivery can be improved through special attention on the percepts of response to intelligence that was originated from Internal Market Orientation Framework
Summary
Hospitality and Tourism industry is an important income generator to many countries, contributing at least 10 per cent of the world’s GDP, employs over 255 million people worldwide and represents 8 % of the global workforce [1]. The industry makes a significant contribution to the economic development of many countries, with some countries dependent on tourism as a catalyst for growth and development. Lahap [4] noted, for example, instead of improving service and developing distinguish products that mollify the needs of their customers, hotels tend to distillate on improving revenue through increased sales, generally by lowering prices. According to Lings and Greenly [8], studies on Internal Market Orientation, human resource management practice, employee job description, horizontal/vertical communication, working environment, and working conditions all played a crucial role in improving services
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