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

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.

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ICMEF 2012: International Conference on Management, Economics and Finance

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978-967-5705-09-0

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