Evidence of Empowerment in Hotel Industry: the Case of Hotel Front Liners in Malaysia

Abdul Aziz, Yuhanis and Awang, Khairil Wahidin and Samdin, Zaiton (2011) Evidence of Empowerment in Hotel Industry: the Case of Hotel Front Liners in Malaysia. In: The 2nd International Symposium in Service Management, 26-30 July 2011, Yogyakarta, Indonesia.

[img] PDF
Restricted to Repository staff only

285Kb

Abstract

Empowerment plays a critical role in maintaining service excellence, especially when facing demanding customers in the rapidly evolving tourism industry. The purpose of this paper is to consider the concept of empowerment in the context of hotel industry. More specifically, this research has two objectives: to explore the level of empowerment practice in the Malaysian context; and to examine if demographic and other factors have an effect on empowerment. Data were collected from four major departments in four and five star hotels. The analysis of the study revealed evidence of employee empowerment practice in the Malaysian hotel industry. The results provided evidence of a high level of empowerment in the Malaysian hotel industry. Results further indicate that there was a significant difference between the four major ethnics in empowerment perceptions. Finally, the analysis shows that experience differs considerably in terms of their empowerment perceptions. This paper concludes with a discussion of the managerial and research implications.

Item Type:Conference or Workshop Item (Paper)
Keyword:empowerment, hotel industry, demographic, Malaysia
Subject:Empowerment
Subject:Demography -- Malaysia
Subject:Tourism -- Malaysia
Faculty or Institute:Faculty of Economics and Management
ID Code:18468
Deposited By: Erni Suraya Abdul Aziz
Deposited On:05 Jan 2012 01:24
Last Modified:16 Dec 2013 09:14

Repository Staff Only: Edit item detail

Document Download Statistics

This item has been downloaded for since 05 Jan 2012 01:24.

View statistics for "Evidence of Empowerment in Hotel Industry: the Case of Hotel Front Liners in Malaysia"


Universiti Putra Malaysia Institutional Repository

Universiti Putra Malaysia Institutional Repository is an on-line digital archive that serves as a central collection and storage of scientific information and research at the Universiti Putra Malaysia.

Currently, the collections deposited in the IR consists of Master and PhD theses, Master and PhD Project Report, Journal Articles, Journal Bulletins, Conference Papers, UPM News, Newspaper Cuttings, Patents and Inaugural Lectures.

As the policy of the university does not permit users to view thesis in full text, access is only given to the first 24 pages only.