Hotel Penaga is a heritage-listed boutique hotel in the Unesco World Heritage Site in Penang, Malaysia. It was built in the 1920s and renovated into a 45-room hotel in 2008. Hotel Penaga was the first heritage-listed renovated hotel to be awarded Gold by the Green Building Index. Currently, Hotel...

Hotel restaurants are of great importance in hotels, and the factors for this have so far been considerably understudied. This study investigated the challenges and critical success factors (CSFs) of restaurants owned and operated by five-star luxury hotels in Klang Valley, Malaysia. Four exemplar ...

Covid-19 had a devastating effect and hugely impacted the entire global economy, particularly in the hospitality business. The accommodation sector is one of the hardest hit, especially the smaller tourism businesses like independent hotels. In line with this, this conceptual paper aims to study...

The hotel industry is one of the hardest-hit industries by the COVID-19 pandemic. Since the outbreak started in December 2019, there have been massive cancellations of hotel reservations due to the global travel restrictions, resulting in billions of dollars in revenue losses. In Malaysia, various...

Purpose - The aim of this research was to investigate the relationship between service quality and customer satisfaction in one of the sectors of hospitality industry, which is hotel. It also sought to examine whether the customer satisfaction that has been achieved is able to stimulate some...

Purpose: In Malaysia, globalization has increased the number of multinational hotel chains and independent five-star hotels employing foreign professionals, interns and labourers. This study aims to explore the benefits and challenges for hotels of the many foreigners working in Malaysia....

Purpose - This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery....

The hospitality industry as a whole is being pressured by many parties to become more environmentally friendly. Hotels are becoming more aware of their impact and are taking an interest and participating in green initiatives. As more and more tourists are becoming increasingly concerned about the...

These days, instead of developing and marketing new products in the market, organizations are shifting towards commercialization. Therefore, open innovation is of much importance in this era of industrialization. In this study, open innovation is used as a strategic tool to improve the service...

Purpose - This paper's purpose is to investigate work stress's effect on spiritual intelligence and job satisfaction in the hospitality industry. Design/Methodology - In total, 363 hotel managers were surveyed from 4- & 5-star hotels in Malaysia. SmartPLS 3 was used for data analysis and to...