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1、标题：ServiceQuality:AStudyoftheLuxuryHotelsinMalaysia原文：During1997until2002,theMalaysianeconomyexperiencedslowergrowthascomparedtopreviousyears.ThiswasduetoglobaleventssuchastheSeptember11attacks,globaleconomiesslowdown,theBalibombings,theSevereAcuteRespiratorySyndrome(SARS
2、),andbirdflu.AllthishadcausedasignificantimpactonthetravelandtourismindustryinMalaysia.Thenumbersofinboundandoutboundtouristshavebeendecreasingduetoanavoidanceoftravel.TourismarrivalstoMalaysiadroppedfrom13.29millionin2002to10.58millionin2003(fellby20.4%).Howeverthisdecre
3、asewasnotasseriousasthosethatwereexperiencedbysomeofMalaysia’sneighboringcountrieslikeSingaporeandIndonesia.ThiswasperhapsduetotheaggressivepromotionalactivitiesbytheMalaysiaTourismPromotionBoard(TourismMalaysia).TourismMalaysia’saggressivepromotionsandtheeconomicreliefpa
4、ckageextendedbythegovernmenttotheplayersinthetravelindustryenabledtheindustrytorecoverquitewell.ThepromotionaleffortsofTourismMalaysiaaswellasMalaysia’sincreasinglystrongreputationasacenterforinternationalevents,forexampletheOICConference,theF1GrandPrix,etc.,boostedtheslo
5、weconomyandensurethatthebalanceoftourismpaymentsstillremainpositive.Furthermore,duetoBankNegaraMalaysia’spolicyonkeepingtheUS$pegforthepastfewyears,therelativelyweakerMalaysiancurrencyhasbecomeapositivefactorforinboundtourism,whilemakingoutboundtourismmoreexpensive.Atthes
6、ametime,domestictourismhasbeensteadilyincreasingovertheperiod,rising11%in2002to22.2milliontrips.ThisisbecauseTourismMalaysiabycarryingoutprogrammessuchasCuti-cutiMalaysiathatareaimedatencouragingdomestictravelhasundoubtedlycontributedtotheincrease(MalaysiaTourismPromotion
7、Board,2004).However,thehospitalityindustrythatwasstillexperiencingsevereoversupplyandoccupancyrateshavebeenseverelyaffectedbytheSARSandbirdflucrisis.Industrysalesgrewin2002butexperiencedadrasticdecreasein2003.Theindustrywashighlycompetitiveespeciallywiththeopeningofmoreho
8、tels.Thenumberofhotelssupplyhasincreased5.7%andthenumberofhotelroomssupplyhasincreased4.4%fromye
