Personality types, perceived job-related stress and coping strategies among hotel front line employees / Nurshazliza Shaiful Kahar and Hassnah Wee.

This paper aims to investigate personality types, perceived job-related stress, and coping strategies among hotel front line employees. This study used a survey to investigate demographics and the key variables in the research framework. Data analysis is based on 326 hotel front line employees’ feedback employed at 4-star and 5-star hotels in Selangor. The results revealed that personality types and perceived job-related stress have significant relationship, and coping strategies moderate the relationship between personality types and perceived job-related stress. The outcome of this study perhaps could help hotel managers in establishing efficient stress management in order to care for the organisation and its employees

Empirical Analysis of Local Residents’ Support in a Selected Special Event

The support and involvement in an event by local citizens will indirectly affect the performance of event activities, and local communities would be influenced in their behavior towards cooperation in planning and holding the function. This study intend to investigate the level of residents’ support and local community participation towards the Putrajaya Flower and Garden Festival, Putrajaya (FLORIA Putrajaya). Besides, this study attempts to determine the relationship between local hospitality towards the event sustainability. Sample population for this study included the visitors who visited Putrajaya, Malaysia. The results were significant between overall variables (local residents support; local community participations; local hospitality) of local residents’ support toward event sustainability and destination image (ß=.120, p<0.01). The findings of this study can be used by event organisers, particularly in Putrajaya, in reviewing the current movements of participation by local residents or host-community towards the event operations. In addition, the outcome of this study may increase the awareness of event organisers regarding the importance of getting support from the local residents towards event sustainability and host-destination image

Human capital issues in Malaysian MICE industry from the expert’s perspective / Nadia Mohd Adros and Hassnah Wee

Meeting, Incentive, Convention, and Exhibition (MICE) industry faced quite intense challenges due to its growth and demand in the industry. Besides, the industry encounters a problem related to human capital, such as insufficient talents, which gives a negative impact on the industry. The objective of this study is to explore and understand human capital issues in the MICE industry. This research was conducted using the qualitative method to explore the related issues in the Malaysian MICE industry. The data obtained from the interview session and document analysis. Respondents were identified using the purposive sample and snowball techniques among meetings and exhibition management experts in the industry. Thematic analysis was employed to find the themes for this study. Several issues identified which are lack of industry awareness, insufficient skilled staff, generation Y, alignment of the industry with the university, internship and lack of networking among stakeholders. The findings are useful for the stakeholders of the MICE industry to recognise the talents and retaining the workforce in the industry

Malaysian local functional food attributes and customer satisfaction / Fadzilah Mohd Shariff, Dg. Khairunisa Ahmad Sapawi and Hassnah Wee

The purpose of this article is to identify the local functional food attributes and literature on their relationship with customer satisfaction. Quality functional food attributes can provide a powerful competitive advantage towards consumer behavior. The literature indicated that the impact of local functional food taste, appearance and functionality are influenced with customer satisfaction. The study proposes six propositions, focusing on the local functional food attributes which correspond with customer satisfaction. It is believed that this article will provide clear insights into how local functional food attributes affect satisfaction. The assessment is vital as customer satisfaction is the key ingredient in capturing customer loyalty and the retention of purchase

Key success factors toward MICE industry: A systematic literature review / Muhammad Saufi Anas ... [et al.]

Meeting, Incentive, Convention, and Exposition (MICE) industry is essential to the country as it directly benefits entrepreneurs in the tourism sector and contributes to improving the local economy. The MICE industry benefits the host city through economic growth, as well as providing greater tourism excellence to the city. However, there is limited literature on the identification of critical success factors that play important roles to the success of MICE event industry. Therefore, it is essential to explore the strategies driven by the industry by conducting a systematic literature review from existing literature and outline key success factors of MICE industry as well as highlighting the similarities of the findings on this topic. The crucial aspects investigated in the research are business travelers’ motivation, perception on MICE industry, motivation attending MICE event, key performance indicator, MICE attendees’ satisfaction, marketing strategies, technological trends, and challenges faced by the industry. Systematic literature was conducted based on recommended procedures by searching multiple databases, data synthesis, and analysis. A total of 39 publications comprising full-text research papers published within ten years (2008-2018) were identified for the review. The findings of this systematic review are useful for empirical studies investigate the sustainability strategies of MICE industry such as driving forces influencing the success of the industry, key performance indicators, and challenges. Journa

Demographic characteristics of complainers and non-complainers: a study on Malaysian mobile phone services industry’s consumers

This study revealed the results of the demographic variables for complainer and non-complainer in mobile phone services industry. A total of 285 complainers and 230 non-complainers of mobile phone users in Selangor, Wilayah Persekutuan Kuala Lumpur and Putrajaya were selected as respondents by using mall-intercept approach. This descriptive study used frequency and percentage to show the results. The results were used in profiling the complainer and non-complainer. The mixed results showed that complainers were found using the post-paid plan, married, working in the public or private sector, and high monthly usage. Oher demographic variables such as gender, age, monthly income, ethnicity and financier for monthly bill payment the results were similar for both groups

The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling

Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the number of public complaints is insignificant. Based on previous study, two actions in public complaint namely public complaint soft action and public complaint extreme action were used in this study as the exogenous variables and satisfaction with complaint handling (SATCOM) as the endogenous variable. A total of 285 complainers of mobile phone user were selected as respondents. The values for goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry

The effect of soft and extreme action in public complaint behavior on satisfaction with complaint handling

Malaysia is experiencing a tremendous increase in mobile phone services users. Service providers are providing various complaint channels as one of the ways to improve services. Although complaining provides significant impact to organizations as well as to complainers or consumers, ironically the number of public complaints is insignificant. Based on previous study, two actions in public complaint namely public complaint soft action and public complaint extreme action were used in this study as the exogenous variables and satisfaction with complaint handling (SATCOM) as the endogenous variable. A total of 285 complainers of mobile phone user were selected as respondents. The values for goodness-of-fit, average variance extracted, construct reliability and convergent validity confirmed the measurement model prior proceeding to structural model. The structural model revealed mixed results that provide indication of consumer SATCOM specifically in the mobile phone service industry

EMPIRICAL EVIDENCE FROM THE TOURISM INDUSTRY ON THE FACTORS THAT AFFECT TOURIST DESTINATION SATISFACTION

This study examines variables in explaining the factors that affect tourist destination satisfaction among local tourists in Langkawi, Malaysia. The objectives of this study include examining the relationship between natural environment and tourist destination satisfaction, examining the relationship between cultural and historical environment and tourist destination satisfaction, and examining the relationship between infrastructure and tourist destination satisfaction. This quantitative study incorporated a convenience sampling technique where the responses were taken from 275 respondents among local tourists in Malaysia through an online survey. Pearson Correlation was used in this research to investigate the relationship between the natural environment and tourist destination satisfaction, the relationship between cultural and historical environment and tourist destination satisfaction, and the relationship between infrastructure and tourist destination satisfaction. The result shows there were high positive relationship between the natural environment and cultural and historical environment with tourist destination satisfaction, while the infrastructure factor has low positive correlation with tourist destinations satisfaction

How did Malaysia Manage its Position as Top 10 World Tourist Destinations in UNWTO Ranking in 2012?

There are many reasons contributing to the achievement of Malaysia for being rank as top 10 most visited destinations in the world for the last four years. Among the factors are structures, resources, strategy, policy and leadership. In order to identify how Malaysia manage to be at this rank, a study was carried out on destination branding of Malaysian tourism from destination marketers’ perspectives. The objectives are to identify tourism marketing messages that influence international tourists desire to visit Malaysia and to examine destination marketing agencies attitude towards building “Brand Malaysia” in tourism products. The subject of this research is the most recent promotion involving a new brand entitled “Malaysia Truly Asia” and examines the initiative within the framework of the country’s destination branding and destination image development strategies. An assessment of the part played by destination branding in Malaysian tourism industry at large forms the wider context for the study and conclusions of more general relevance are drawn from the particularities of the case. A quantitative research method is used to examine the attitude of destination marketers towards the awareness on marketing mix used in creating “Brand Malaysia” tourism branding. A total of 300 questionnaires were distributed to travel agencies based on purposive convenient sampling