A study of positive word-of-mouth recommendations in Malaysia's hospitality industry

Kwek, Choon Ling, Tang, Chun Meng, Keoy, Kay Hooi, and Wong, Kong Yew (2012) A study of positive word-of-mouth recommendations in Malaysia's hospitality industry. In: [Presented at the International Conference on Management, Economics and Finance], pp. 919-924. From: ICMEF 2012: International Conference on Management, Economics and Finance, 15-16 October 2012, Kuching, Malaysia.

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Abstract

This research proposes a research framework to examine the relationship between a good quality relationship and positive word-of-mouth recommendations in Malaysia's hospitality industry. In addition, this research also reckons that such factors as communication, confidence, and trust are a prerequisite for a good quality relationship. This research intends to administer survey questionnaires to individual guests of various hotels in Kuala Lumpur, Malaysia. An understanding of the factors that are essential for a good quality relationship, hotels and resorts can work out a better plan which helps develop good quality relationship with their guests.

Item ID: 40797
Item Type: Conference Item (Presentation)
Keywords: communication, confidence, trust, relationship quality, word-of-mouth recommendation
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ISBN: 978-967-5705-09-0
Date Deposited: 20 Oct 2016 02:00
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150606 Tourist Behaviour and Visitor Experience @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900399 Tourism not elsewhere classified @ 100%
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