Malaysian Hotel Research Articles

The Antecedent and Consequence of Emotional Labour among Frontline Employees in Malaysian Hotels

The Antecedent and Consequence of Emotional Labour among Frontline Employees in Malaysian Hotels

Factors influencing customer citizenship behaviour in the hospitality industry

ABSTRACT This present study examines the relationships between hedonic value, customer-to-customer interaction, customer demandingness, customization and customer love on customer citizenship behaviour with the moderation effect of customer involvement. A quantitative survey design was conducted on a sample of 585 customers in Malaysian hotels to test the proposed model. The salient findings are (1) influencing factors (hedonic value, customer-to-customer interaction, customer demandingness, customization) significantly impact customer love, (2) customer love has a significant mediating effect between influencing factors (hedonic value, customer-to-customer interaction, customer demandingness, customization) and customer citizenship behaviour, and (3) customer involvement moderates the relationship between customer love and customer citizenship behaviour. The study reported customer citizenship behaviour as a new and dynamic approach to explore how its outcomes can be enhanced in the hotel industry. The outcomes of customer citizenship behaviour may help the hotel business and service providers in their service delivery.

Sentiment drivers of hotel customers: a hybrid approach using unstructured data from online reviews

PurposeWith the growth of social media and online communications, consumers are becoming more informed about hotels' services than ever before. They are writing online review to share their experiences, as well as reading online review before making a hotel reservation. Hotel customers considered it as reliable source and it influences customers' hotel selection. Most of these reviews reside in unstructured format, scattered across in the Internet and inherently unorganized. The purpose of this study was to use predictive text analytics to identify sentiment drivers from unstructured online reviews.Design/methodology/approachThe research used sentiment classifications to analyze customers' reviews on hotels from TripAdvisor. In total, 9,286 written reviews by hotel customers were scrapped from 442 hotels in Malaysia. A detailed text analytic was conducted and was followed by a development of a theoretical framework based on the hybrid approach. AMOS was used to analyze the relationship between customer sentiments and overall review rating.FindingsWith the use of Structural Equation Modeling (SEM) and clustering technique, a list of sentiment drivers was detected, i.e. location, room, service, sleep, value for money and cleanliness. Among these variables, service quality and room facilities emerged as the most influential factors. Sentiment drivers obtained in this study provided the insights to hotel operators to improve the hotel conditions.Research limitations/implicationsAlthough this study extended the existing literature on sentiment analysis by providing valuable insights to hoteliers, it is not without its limitations. For instance, online hotel reviews collected for this study were limited to one specific online review platform. Despite the large sample size to support and justify the findings, the generalizability power was restricted. Thus, future research should also consider and expand to other type of online review channels. Therefore, a need to examine these data reside various social media applications, i.e. Facebook, Instagram and YouTube.Practical implicationsThis study highlights the significance of hybrid predictive model in analyzing the unstructured hotel reviews. Based on the hybrid predictive model we developed, six sentiment drivers emerged from the data analysis, i.e. location, service quality, value for money, sleep quality, room design and cleanliness. This consideration is critical due to the ever-increasing unstructured data resides in the online space. This explores the possibility of applying data analytic technique in a more efficient manner to obtain customer insights for hotel managerial consideration.Originality/valueThis study analyzed customer sentiments toward the hotel in Malaysia with the use of predictive text analytics technique. The main contribution was the list of sentiment drivers and the insights needed to improve the hotel conditions in Malaysia. In addition, the findings demonstrated motivating findings from different methodological perspective and provided hoteliers with the recommendation for improved review ratings.

Less is more: the role of frugality in the Malaysian hotel industry

PurposeThe environmental impact of excessive use of natural resources such as energy and water in the tourism industry has increased significantly. Thus, it is crucial to investigate the notion of frugality in this industry. Particularly, this study aims to examine the effect of green marketing strategies (eco-labelling and environmental advertising) and hotel guests’ green attitude towards frugality in the context of the Malaysian hotel industry. Furthermore, the mediating effect of green attitude is also examined.Design/methodology/approachStimulus-organism-response theory was used to develop the research framework. The data were collected via a self-administered survey questionnaire, which yielded 150 complete and usable responses. A partial least square-structural equation modelling approach was used to validate the proposed model.FindingsThe results of this study revealed that environmental advertising and eco-labelling, directly and indirectly, affect frugality. Moreover, the link between green attitude and frugality also was supported. Furthermore, data supported the mediating effect of green attitude in the relationship between green marketing strategies and frugality.Practical implicationsThe findings from this study can benefit hoteliers who are targeting frugal and environmentally conscious consumers. Moreover, the hoteliers will be able to understand the drivers of frugality in the tourism industry. It can assist them to formulate better marketing strategies in attracting and retaining frugal consumers.Social implicationsThe findings from this study offer a number of important social implications for society, the local government and the city and tourism council. Particularly, understanding the strategies towards frugality can pave the way towards the formation of a “less consumption” community. Moreover, it will serve as the guideline for designing the green and sustainability campaign for the nation.Originality/valueThis study is among the pioneers to investigate the issue pertaining to frugality in the tourism industry context. This study examines new linkages such as the indirect effect of green marketing strategies towards frugality. Moreover, the mediating effect of green attitude in the relationship between green marketing strategies (eco-labelling and environmental advertising) and frugality is comparatively a new link.

Perceived corporate social responsibility and pro‐environmental behaviors: The role of organizational identification and coworker pro‐environmental advocacy

AbstractDespite research suggesting that pro‐environmental behaviors offer a range of positive benefits for organizations and that corporate social responsibility (CSR) positively affects employee behaviors and attitudes, very few studies have investigated how CSR affects pro‐environmental behaviours. As such, this study investigates the impact of perceived CSR on employees' pro‐environmental behaviours through organizational identification and coworkers' pro‐environmental advocacy. Using a multistage sampling technique, a survey of line managers was conducted across 32 hotels in the understudied context of Malaysia's hotel industry. Based on 331 completed questionnaires, the results suggest that perceived CSR activities drive organizational identification and trigger coworkers’ pro‐environmental advocacy, which in turn generate employees’ pro‐environmental behaviours. The study offers valuable insights into the complex relationship between perceived CSR and pro‐environmental behaviors and discusses the theoretical and research contributions and managerial implications.

Socio-demographic characteristics and green consumption behavior in developing countries: the case of Malaysia

Purpose The purpose of this study is to examine the effect of customers’ socio-demographic characteristics on the formation of behavioral intention toward green hotels in Malaysia. Design/methodology/approach The current study used partial least square-structural equation modeling to analyze a sample of 400 green hotel customers in Malaysia. Further, multi-group analysis (MGA) is conducted to examine whether a significant difference exists across demographic groups. Findings Attitude and perceived behavioral control exert positive effects on desire, which in turn considerably influences behavioral intention. Results of MGA indicate that attributions have varying effects on the desire and behavioral intention with different socio-demographic characteristics. In particular, negative anticipated emotion negatively predicts desire among the customers of the older group, whereas positive anticipated emotion and subjective norm positively influence desire among the customers of the low educational level group. Research limitations/implications The study examines green hotel customers’ behavior in Malaysia, and further research is needed to determine whether the impact of the proposed determinants across different industries. As the concept of corporate social responsibility (CSR) has started to influence customers’ behavior, the findings may be changing over time. Thus, a further longitudinal study would be beneficial to monitor the performance hotel CSR activities. Originality/value Although there is an increasing interest in CSR activities among Malaysian customers, there is a lack of information regarding customers’ motivation in the green hotel context. Furthermore, limited studies examined the role of customers’ demographic characteristics in the CSR literature. There is a need to understand green hotel industry and customers’ responses toward CSR activities.

Environmental Management Accounting Adoption Barriers Among Malaysian Hotel Companies

Environmental management has become a main concern to the hotel industry with regards to waste reduction, energy savings and water conservation. The hotel industry is frequently accompanied by many adverse environmental impacts as hotel companies extensively consume large amounts of energy, water and non-durable products. Environmental Management Accounting (EMA) is tools that can be used to assist these companies to trace, collect, and analyse physical and monetary environmental information for decision-making purpose and consequently, improves financial and environmental performances. However, there are barriers to EMA adoption. This study aims to examine level of EMA adoption among the hotel companies and the barriers influencing EMA adoption. This study utilises the quantitative research design; using questionnaire survey. A total of 212 usable questionnaires were collected from the hotel companies in Selangor and Kuala Lumpur. Multiple regression analysis was conducted for hypotheses testing. The results of this study show that EMA has yet to be extensively adopted among the hotel companies in Malaysia. The result also shows that the adoption level of both Physical EMA (PEMA) and Monetary EMA (MEMA) are still low. The result further indicates that the low adoption of EMA is caused by the lack of institutional pressures. Specifically, this study shows that financial barrier, informational barrier and institutional barrier significantly influence EMA adoption among the hotel companies in Malaysia. This study is significant to the hotel managers, government authorities and environmental regulatory agencies in understanding the level of EMA adoption in the Malaysian hotel industry. In addition, this study provides valuable contributions to the existing literature by providing useful insights on the barriers influencing EMA adoption in the hotel industry in developing countries.

Influence of Ethical Leadership and Talent Management on Employee Performance: Does Employee Commitment Matter in Malaysian Hotel Industry?

Purpose-The purpose of this study is to examine the influences of ethical leadership and talent management on hotel front desk employees’ performance. This study also tests the mediating effect of employee commitment in the relationship between ethical leadership, talent management and employee performance. Leader member exchange theory and social exchange theory has been used as the underlying theories for the framework in this study.Methodology-Data is collected through online questionnaire distributed to front desk employees working in One-star, two- star and three-star hotels around Malaysia particularly in Penang and Kuala Lumpur. 150 usable questionnaires are collected from the targeted respondents. Sample size have been identified using G power software and Partial Least Square (PLS) is used to analyze data.Findings - The findings of this study show that the ethical leadership does not have significant relationship with employee commitments, while talent management has a positive and significant relationship with employee commitments. This study also confirms the mediating effect of employee commitments between the relationship of talent management and employee performance.Contribution -The current study contributes towards the body of knowledge by incorporating leader member exchange theory and social exchange theory. This study also contributes by proving the mediating effect of employee commitment in the hotel industry. The study provides information for hotel managers about why and under what circumstances employees perform better.

PREDICTORS OF HOTEL GUESTS’ LOYALTY: INVESTIGATING THE ROLE OF SHARIAH COMPLIANT HOTEL (SCH) PRACTICES AND HOTEL GUESTS’ ACCEPTANCE

Guest loyalty is a major consideration for hotel competitive advantage. To be sustaining in this competitive market, hotel organization need to differentiate their business with their competitors. The new concept and new experience of SCH will capture guest attention that really concerns on halal, food safety and hygiene. SCH practices have discovered significant influence towards customer awareness, guests’ perception, perceived values, attributes and challenges. Thus, the purpose of this study is to examine the relationship between SCH practices, hotel guests’ acceptance and hotel guests’ loyalty. Data for this study were gathered through self-administered questionnaires on 420 hotel guests’ who have had experienced staying in 45 Five-star rated hotels in Malaysia. PLS-SEM was performed to analyse the proposed hypotheses. Findings showed that SCH practices have significant positive effect relationship on hotel guests’ acceptance and hotel guests’ loyalty. Hotel guests’ acceptance has also been found to be significant mediator of the relationship between SCH practices and hotel guests’ loyalty. Theoretical and practical implications of the findings were discussed. Limitations and future research approaches were forwarded.

Green Human Resource Management (GHRM) Practices and Millennial Employees’ Turnover Intentions in Tourism Industry in Malaysia: Moderating Role of Work Environment

This study examines the role of green human resource management (GHRM) practices, such as green recruitment and selection, green training, green performance management, green involvement and green rewards, and pays attention on the turnover intention of the millennial employees working in the hotels (3-, 4- and 5-star). Moreover, the study examines the moderating role of work environment on the relationship between those GHRM practices and turnover intention. Researchers collected 162 useful survey questionnaires from 200 distributed questionnaire among the millennial employees, who work in hotels. Analysis of the data through partial least squares structural equation modelling reveals that the green involvement and green pay and reward only impact on reducing turnover intention of millennials while other GHRM practices do not have direct impact on turnover intention of millennials. Interestingly, this study does not find any moderating effect of work environment on the relationship between GHRM practices and turnover intention of millennials working in hotels in Malaysia. This study extends the literature relating to GHRM and work environment and turnover intention of millennials. Furthermore, this is the first empirical research ever done so far relating to GHRM practices and turnover intention of millennials in hotel industry literature. Implications of the findings, as well as research limitations and directions for future scholars, have been discussed.

Thermal performance of double brick wall construction on the building envelope of high-rise hotel in Malaysia

The study discusses the impact of building double brick wall construction on the thermal performance of building façade in Malaysia. The Sunway Hotel, nestled within the heritage city of George Town in Penang, has been selected as a case study. Characterised by its simplicity and mass-produced construction, special attention is given to its double brick wall façade. The study comprises of two parameters for the façade thermal performance measurement on the west wall façade. The first measurement employs systematic calculation of the wall thermal transmittance (U-values) and proceeds with the calculation of the Overall Thermal Transfer Value (OTTV). This calculation is meticulously undertaken to incorporate the previously calculated U-values for both the opaque and transparent elements of the double brick-wall façade unit. Secondly, the study records variations in the façade average external surface temperature using time-sequential thermography from 1200 to 1800 in response to the diurnal variation in solar radiation. Concerning the results of these two analyses, the finding informs the thermal performance of a double brick wall based on the requirement of the local standards MS 1525:14 and energy efficiency in the tropical climate of Malaysia.

A Conceptual paper on Re-Patronage Model for Syariah Compliance E-lodging Industry: The Mediating Effect of Artificial Intelligence

The study is about the online re-patronage intentions on Syariah compliance e-lodging industry among international and local Muslim tourists to Malaysia. With the development rally of Islamic hospitality in Malaysia, there are possibilities for hotel managers to comply with Islamic Hotel concept based on demand from the Muslim travellers. Although there is an increasing number of Syariah friendly hotels in Malaysia where there are 744 halal certifications were issued to hotels and resorts, the number of hotels and e-BnB which are fully Syariah compliance is small. Hotels must use the right Islamic themes, Islamic ambiances and Islamic architecture to make the travellers feel comfortable to perform their religious obligations to create value, image and brand for the hotel. Thus, this study intends to investigate the predictors of online re-patronage intention of Muslims tourists to Syariah compliance e-lodging industry in Malaysia. The wave of Artificial Intelligence (AI) in the business landscape is seen to combat human errors and increase customer satisfaction through their effectiveness and the ability to cater human needs. Thus, this study also intends to capture the AI adoption in the hotel industry and Syariah compliance hotel specifically. The research methods used are qualitative and quantitative research design. The sampling technique is to collect data from 700 (local and international) tourists who are intended to stay at them prefer Syariah compliant hotels. The data were collected using self-administered survey (intercept hotels and airports) and were analysed using structural equation modelling (SMART PLS 3.0) The expected finding is a new model for Syariah compliance hotel repatronage intention, Syariah compliance policy in hotel industry, new attributes for the development of AI in line with IR 4.0., new Syariah compliance attributes for Malaysian hotel.

Industry perspectives on Malaysian hotel minimum wage issues

PurposeThe purpose of this paper is to investigate and compare the impact of the minimum wage order from the perspectives of two different stakeholders, namely, hotel managers and employees, in the Malaysian hotel industry.Design/methodology/approachFor the study, qualitative data were collected through semi-structured interviews from three managers and three employees from hotels in West Malaysia.FindingsFrom the managers’ perspective, minimum wage implementation has resulted in managers adopting the best payment structure to reduce labour costs for the operators, deciding to reduce the service charge allocation to employees and having to deal with minimal improvement in employee productivity and motivation. In contrast, the positive impact from the managers’ perspective is lower turnover intentions and social justice for foreign workers. From the employees’ perspective, there is a rather negative impact – minimum wage policy has resulted in a minimal increase in the salary. From a positive perspective, employees said that they have experienced an improvement in living standards.Originality/valueThis research presents current responses from hotel participants regarding the latest wage increase impact, some six years after its implementation.

Investigating influence of green innovation on sustainability performance: A case on Malaysian hotel industry

Since consumers, governments, and society in general are increasingly concerned about the loss of natural resources, along with pollution of the environment, there is currently a significant tendency to recognize the value of green innovation toward the achievement of sustainable development. Hotels are considered responsible for a considerable proportion of the environmental pollution caused by the tourism industry. Yet, few studies have considered the effects that green innovation may have on sustainable performance in the hotel industry. Consequently, the present study aimed to investigate the factors influencing the adoption of green innovation, and its potential effects on the performance of the hotel industry. Data collection was performed through inspection of 183 hotels in Malaysia. Data analysis was carried out employing the partial least squares method. The two factors of environmental and economic performance were determined to have the strongest influence, affecting the green innovation procedures positively and significantly. The results of the present study have major implications for hospitality research, since they demonstrate the importance and potential of green innovation in promoting sustainable performance in the hotel industry. The proposed model and the identified influencing factors of green innovation can assist policy makers and hotel managers in understanding the drivers leading to the adoption of these practices in the hotel industry.

The Relationship between Environmental Management Practices and Environmental Performance: The Role of Organisational Culture

Nowadays, organisations and their management are working very hard to forecast and respond to ever-changing new markets and fierce competition. Due to increase in globalisation and technological advancements, the constant variable for today’s workplace is perhaps the ability to continuously evolve. Organisations must ensure that their activities do not harm or negatively impact the environment. This study investigated the effect of organisational culture on the relationship between environmental management practice and environmental performance. Organisational culture was measured using an adapted version of the Henri’s 2006 instrument which was based on a competing values perspective. Questionnaires were administered to 300 respondents (general managers/general managers) from various hotels in the Malaysian hotel industry. The hierarchical multiple regression method showed that organisational culture is not significantly related to environmental performance. However, to some extent, organisational culture has moderated the relationship between environmental management practice and environmental performance. This result implied that most of the sampled hotels in Malaysia employed a control dominant type of culture in achieving objectives. The results also showed even though hotels create an environmental culture in their activities, if people are not ready and not willing to share their knowledge toward creation of new values and beliefs, better environmental performance will not be achieved. This insignificant finding may be due to new beliefs relating to environmental issues in the Malaysian hotel industry.

MEASURING TOURIST SATISFACTION AND REVISIT INTENTION USING LODGESERV IN BOUTIQUE HOTEL

Boutique hotel recently gained popularity in Malaysia. However, there is no absolute information on boutique hotel due to unclear segmentation of the type of accommodation for boutique hotel in Malaysia. However, some literature referred boutique hotel as small, luxurious hotels with furnished rooms less than 100 in numbers. Due to its unclear segmentation, the quality of facility and services are also insufficient. Therefore, the objectives of this study includes to determine the relationship between guest satisfaction and customer revisit intention. This study measured consumer service experience using LODGSERV in boutique hotel. This study uses ten items in LODGSERV dimensions to determine guest revisit intention. Respondents are recruited among the guests who checked out from boutique hotels in Malacca. Four hundred local and international tourists in Malacca participated in this study however only 391 usable data were received. Data were collected between the month of October until November 2018, and later processed with SPSS for descriptive and regression analysis. The findings revealed that using LODGSERV, it was showed that there is significant relationship between guest satisfaction and their revisit intention when measured using LODGSERV. Thus hotel managers and owners need to improve boutique hotels physical facility and services should they want to compete with the other accommodation services. KEYWORDS: LODGSERV, SERVQUAL, Boutique Hotel, Revisit Intention, Guest Satisfaction

Environmental awareness, initiatives and performance in the small- and medium-scale enterprise hotel industry of Malaysia

This paper examines the environmental awareness, initiatives and performance in the Malaysia Small- and Medium-Scale Enterprise (SME) hotel industry revealing that most hotel managers actively introduce initiatives that contribute to cost savings. The main purpose of this paper aims to examine the environmental awareness, initiatives and performance in Malaysia SME hotel industry. A mixed research method was adopted involving quantitative surveys with 252 hotels in Malaysia and 11 face-to-face interviews with the selected hotel managers, facilities managers and engineers. Responses from the surveys and interviews with 252 managers show that SME hotels in Malaysia have a high level of environmental awareness. Most hoteliers actively introduce initiatives that contribute to cost savings. Initiatives including using energy conservation light bulbs, having an active system to detect/repair lacking facilities and installing water conserving fixtures are widely implemented, while programs involving using solar lawn light, recycling leftover food and reusing wastewater. Major barriers for going green include the lack of government regulations on environmental management systems (EMS), financial constraints, the lack of employees to handle EMS and the fear that environmental initiatives may negatively impact the guest’s experience, especially customers who expect enjoying the luxuries services in Malaysia hotels. Lower star hotels experience more difficulties in adopting green approaches. This paper presents a single case study of Malaysia; therefore, the results in this research may have limited generalizability.

Positioning Strategic Sustainable Facilities Management (SFM) for Hotel Industry in Malaysia

Sustainability issues in the hotel industry are significantly distressing matter. It has been expressed as a constituent interest to a negative impact on the environment. However, the sustainability management concept is yet to be established by the Malaysian hotel industry. The aim is to study Sustainable Facilities Management (SFM) practices in the hotel industry. This conceptual paper encompasses on evolution theory of SFM. Meta-analysis was conducted focusing on developing trends of SFM globally. The findings revealed that 9 out of 15 sustainable initiatives have been commonly practised. These initiatives are essential to gain holistic SFM practices in the hotel industry.

Personality traits and individual performance: Test of the mediating role of motivation among top management.

Personality traits, considered as indicators of the employee's performance and motivation which concentrated on intrinsic and extrinsic motivation (Mot), plays an important role in employee performance. This paper aims to investigate the relationships between the personality traits (conscientiousness, neuroticism, extraversion, openness to experience, and agreeableness) and the individual in-role and extra-role performance (IP). In addition, the motivation is being explored in terms of intrinsic and extrinsic of employees. To achieve these objectives, a data-set was collected by surveying 167 general managers (GMs) and general manager's assistants (Asst. GMs) of five star hotels in Malaysia. The partial least squares-structural equation modelling (PLS-SEM) was used to examine the dataset and test the hypotheses. The findings indicated a significant linkage among extraversion, conscientiousness, agreeableness, Mot and IP. On the other hand, Mot mediated the relationships among extraversion, conscientiousness, agreeableness and IP. The participants of the current study revealed a better individual in-role and extra-role performance through an appropriate implementation of personality traits practice.

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

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.