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The Routledge Handbook of Halal Hospitality and Islamic Tourism

C. Michael Hall, Girish Prayag

Attributes of Muslim-Friendly Hospitality Service in a Process-Based Model

Publication details https://www.routledgehandbooks.com/doi/10.4324/9781315150604-3 Teoman Duman Published online on: 04 Jun 2019

How to cite :- Teoman Duman. 04 Jun 2019, Attributes of Muslim-Friendly Hospitality Service in a Process-Based Model from: The Routledge Handbook of Halal Hospitality and Islamic Tourism Routledge Accessed on: 02 Oct 2021 https://www.routledgehandbooks.com/doi/10.4324/9781315150604-3

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Marzuki et 2016; al. et Razzaq 2016; Nakata & Izberk-Bilgin al. 2016; et El-Gohary Salleh 2014; 2016; al. et Mohsin 1989; Din ta.2016 al. Razzaq et 2014; Omain & Salleh, Hashim 2016; Hamid, al. et Mohsin 2014; & Sabtu Samori 2016; El-Gohary 1989; Din 2014 Sabtu & 2016; Samori al. et Mohsin 2016; El-Gohary lGhr 06 azqe l 2016 al. et Razzaq 2016; El-Gohary azqe l 2016 2014; al. al. et et Razzaq Salleh 2016; al. et Mohsin ( Continued ) Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 iue3.1 Figure nprpit otn n orc mg ftehtlsol ecetd nahdt,i was it obscenities hadith, a of uttered In free who created. is be one that should nor material hotel obscene, the promotional of across image come correct At starts stated: to a service. (brand), expects the and service toward traveller content the expectations inappropriate Muslim of develops the aware and point, becomes service, the customer this about hotel information Muslim for potential searching a stage, this In Post-consumptionstage Serviceconsumptionstage Choicestage Pre-purchase stage Source entertainment and Recreation attribute Halal area/concept Service 3.2 Table ouetdi optlt aktn ieaueta raigfleepcain a adverse well has is expectations It false exaggeration. creating or facts that hiding literature without marketing e customers hospitality potential in to documented given be also should ff of thehotel. Correct image content. inappropriate material freeof Promotion cso utmrstsato n oat Pzm&Mla 93.Csoe reactions Customer 1993). 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literature Islamic from sources Selected b aa:3/12/2224 Majah: Ibn 48/2355 ( Continued ) Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 omscrt niomn aeadsecure and Safe o services Environment and products informing basic Accurately of Variety covers and sheets bed pillow, mattress, clean and Environment Comfortable and timely Providing security Room room of Quietness Reliability services housekeeping Timely Basic Basic toilets and bathrooms Hygienic 43/ Dawud: Abi Sunan hospitality in rooms Generosity of Spaciousness rooms of comfort and Cleanliness Tangibles items Complimentary cards) debit and credit of acceptance promotions, website special form, computerised-feedback facilities, calling international fax, Internet, email, reservation, (online technologies Hotel ihig olt rde etc.) fridge, toilet, lighting, conditioning, air (kettle, order working in items Room water) co tea, ironing, laundry, stationery, paper, toilet towels, shampoo, soap, esnbero ae niomn esnbepie and prices Reasonable Environment and timely Providing informing Accurately rates room Reasonable compliance Proposed Reliability Reliability check-out and check-in dimension Quick Process service message Reliable item Process # Item 3.3 Table ff (Cont). rd(toothpaste, ered ff e drinking ee, niomn cuaeyinforming Accurately Environment informing Accurately informing Accurately Environment Environment Basic informing Accurately Technology — — — agbeCeniesadhygiene and Cleanliness tangible informing Accurately rooms tangible of Cleanliness tangible etigi rooms in Settling egbuhosand neighbourhoods customers service prompt toilets and bathrooms of customers areas prayer and customers customers customers customers areas arrival pro service prompt customers values Islamic and rules shariah to according fi levels t 32/2079 34/ Al-Bukhari: Sahih 57/4505 32/2079 34/ Al-Bukhari: Sahih 32/2079 34/ Al-Bukhari: Sahih 32/2079 34/ Al-Bukhari: Sahih 21/3677 33/ Majah: Ibn Sunan 32/2079 34/ Al-Bukhari: Sahih 118 1/220/ Muslim: Sahih 1/1/355 Hasan: 32/2079 34/ Al-Bukhari: Sahih Da Al-Baqara/125 131/3905 63/ Al-Bukhari: Sahih 18/4790 ua an-Nasa Sunan 118 1/220/ Muslim: Sahih 32/2079 34/ Al-Bukhari: Sahih literature Islamic from sources Selected ’ f 5/41/2799 if: ( Continued ’ :44/ i: ) Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 ait hw(..acnet netimn oetadhumble and Modest humble and Modest Entertainment Entertainment concert) a (e.g. show Variety Casino entertainment evening of Provision of Employment Reliability order food of Accuracy Basic Basic beverages desired of Availability food desired of Availability system) wake-up compliance email, Proposed ordering, meal plug, Internet television, PC, dimension on-demand Process mail, voice telephone, TV, smart (Wi technologies In-room item Process # Item 3.3 Table viaiiyo omsrieEptyAalblt fhllfood halal of Availability baby-sitting, (playground, children of Provision and timely Providing Empathy Responsiveness service room of Availability service breakfast Prompt and quality Providing areas service beverage and food the of Cleanliness Environment restaurant(s) in food of Quality wmigpool) swimming (Cont). ’ facilities s fi , netimn oetadhumble and Modest Entertainment informing Accurately Technology netimn rvdn hlrnwith children Providing Entertainment Al-Baqara/125 areas all of Cleanliness Environment netimn n te services other and Entertainment odadbvrg services beverage and Food — — agbeAalblt fhalal of Availability food tangible halal of Availability tangible ayhn amu othe to harmful (anything drugs alcohol, gambling, No entertainment. quali options beverage options customers values Islamic and rules shariah to according abig loo,drugs alcohol, gambling, No entertainment. segregation Gender indecency. or obscenity No body). the to harmful (anything drugs alcohol, gambling, No entertainment. segregation Gender indecency. or obscenity No body). dqaefacilities adequate options beverage and service prompt food halal fi dsta ed ff 32/2079 34/ Al-Bukhari: Sahih literature Islamic from sources Selected imdi 27/81 Tirmidhi: at- Jami` Nur/31; 27/81 Tirmidhi: at- Jami` Nur/31; 27/81 Tirmidhi: at- Jami` Nur/31; 16/3687 Al-Baqarah/168/172 Al-Baqarah/168/172 2799 Al-Baqara/168/172 ua an-Nasa Sunan Al-Baqarah/168/172 118 1/220/ Muslim: Sahih An-Nisa/58 Da Hadith: ’ f 5/41/ if: ( Continued ’ :31/ i: ) Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 the aln h utmrb aeEptyCligsmoeby someone Calling promised time the at services the Performing someone/a Greeting Sta Empathy name by customer the Calling Empathy customer hotel the Recognising sta of appearance Empathy professional and Neat Feedback 8. program loyalty Customer behaviour behaviours Resulting 7. evaluation value Perceived 6. feelings Satisfaction 5. perceptions quality Service 4. stage Post-consumption or obscenity facilities No and recreational sports of quality and Variety Entertainment gym and sauna, pool, swimming of Availability informing Accurately or obscenity Entertainment No attractions Tourist centre exhibition Entertainment and Convention performances Acrobatic Shopping spa) a (e.g. therapy and Recreation compliance Proposed dimension Process item Process # Item 3.3 Table ff fi efrigsrie right services performing s time rst (Cont). ff — oat,rpa ucae eomnigbhvor opann,switching complaining, behaviour, recommending purchase, repeat Loyalty, eiblt mlyetof Employment Reliability eiblt rvdn ieyand timely Providing Reliability neat and Modest Tangibles or obscenity No bene hotel Core Tangibles informing Accurately Entertainment or obscenity No Entertainment tiue n eaiuso sta of behaviours and Attitudes fi sN bcnt or obscenity No ts quali segregation Gender indecency. segregation Gender indecency. segregation Gender indecency. customers segregation Gender indecency. customers segregation Gender indecency. segregation Gender indecency. or obscenity No body). the to harmful (anything values Islamic and rules shariah to according rmtservice prompt name preferred their them comfort to guest sta of apperance fi dsta ed ff ff ff 32/2079 34/ Al-Bukhari: Sahih 27/81 Tirmidhi: at- Jami` Nur/31; 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The in accepted): status stated: being stated: special them was was given it it are hadith, hadith, guests a and/or a In Travellers 30/82/1975). hosts. Al-Bukhari: the (Sahih on rights has s/he decisions. their choices make It hotel they their 2013). when in Perdue aspects aspects & three all (Kim all on an quality) evaluate hotels food would and compare consumers price, and Muslim a (e.g. properties of that ones of attributes expected cognitive halal atmosphere) be importance to and can the have addition quality in (room shows that choice sensory Research and hotel hotels system. entertaining) and belief for feeling you their comfortable look if to and would suited it, keep atmosphere consumers it, Muslim with pleased Typically, are you If nights. it signi three return for then choice displeased the are have you buy, you ‘ it leave may he wants, he if him. and owe it, host) (the request you may that debt he you a If wants, (like) obligatory. guest) is is (hospitality) (the night this one he then for morning, If guest the a in up door Putting your said: Allah of Messenger travellers. fellow relieve hosts Muslim demanding therefore 70/57/5429), have and a guests for perspective, the host Islamic with the an to beverage From coming traveller and guests. a the food purpose, for noncommercial halal in entertainment or provide commercial generous of means clean; be extravagance; (halal) areas prices; acceptable avoid all reasonable and quali keep promote facilities with services; guests; transactions; modest the work provide trustworthy greet hospitality; environment; and and welcome safe honest to and conduct providers secure service a encourage provide traditions and rulings Islamic transaction their of blessings their the in then blessed something, be truth say: the hid would something, spoke they buy or parties then you the lies lost goods), both told if be the they and (of would part; if qualities they and till and or defects transaction, parted the not described have they and as that: long stated as was goods it hadith, the In re i eun ihoebte hni r[tlat euni i iemne] ned Allah Indeed, manner]. like a [in it return Accountant least] an [at things, or all it over than ever, better is one with return] [in greet o guest guest the that house for the hadith responsible of a also door is is host this the to perspective, Related this From 33/21/3677). 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In do the followers. all then clean his fragrance and to neat use be and its Allah clothes, which modest that wear Seeing is to and Excellent Hearing justice. ever with the is judge by Allah to established people Indeed, Islam between you. in judge instructs you principle when resource appropriate and human Quran: due and key the competent a in be is verse This should famous positions. employees their all hastened: for general, be people In should 1/220/118). deeds favourite that: good Muslim: that stated his (Sahih hadith was by a it and in hadith, best suggested a liked In he compromise. that by name solutions the acceptable by “ for man look a and call reasonable to like to kunya used peace, him The dealings. trade their in generous Resurrection be of hadith: to a Day that: expected in the are merchant said on Prophet traders martyrs trustworthy the Muslim the with Also, praising be 3/12/2139). will hadith merchant another Muslim in honest stated was It pro undeserved because promoted be should show-o and vanity discourages Islam modesty. and (husn) beautiful and nice being between in choose they hotels the from welcomed. expectations being of high terms have would customers Muslim Accordingly, aihthat hadith neti ussgenerously guests entertain rnatosmyol edn ymta consent mutual by done be only may Transactions niprateeeto evc rnato rcs stepoiino evcsto services of provision the is process transaction service of element important An sa ece ot ob oreu oget.I aih h rpe stated: Prophet the hadith, a In guests. to courteous be to hosts teaches Islam h oti loepce oprryana n la perne h rpe a known was Prophet The appearance. clean and neat a portray to expected also is host The was It manner. timely and prompt a in services provide also should providers Service prices Reasonable trustworthy. and honest be to have Islam to according transactions All balance a teaches Islam decor), furnishings, (building, facilities physical to respect With ’ f /129) lo ato en oreu scligagetb hi rfre name. preferred their by guest a calling is courteous being of part a Also, 4/11/2494). if: ” A-dbA-urd 4989.I eovn opans ot r xetdt be to expected are hosts complaints, resolving In 34/9/819). 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(An-Nisa fi ilyin cially 65 fi fl saefridni sa.I a ttdi the in stated was It Islam. in forbidden are ts h atDysol hwhsiaiyt the to hospitality show should Day Last the tn prices ating “ h rpe,myAlhbeshmadgrant and him bless Allah may Prophet, The ” InMjh 3/12/2185). Majah: (Ibn ” A-ia58). (An-Nisa “ “ hnoeo o sgvnsome given is you of one When ” epop ndiggo deeds good doing in prompt Be Snnan-Nasa (Sunan “ uiyM os o those for House My Purify ” (Da “ fl h trustworthy, The ’ ’ gt sdeceitful is igate :44/57/4505). i: f 5/41/2791). if: ” InMajah: (Ibn “ hr are There ” (Abi ff – ” ” . Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 kain,Pac hn21) miia eerhi hsae ssilrltvl creand scarce 2014; relatively Scott still & is (Jafari area area this emerging in an research perceptions still Empirical customer 2016). is of Chon provision role & service the Pearce on and Oktadiana, beliefs segments religious customer on family. on based of needs Research the literature. (Stephenson to according life marketing designed social a be Islamic In should of services care. hospitality block with halal building Females, all treated the status. and be is 2014) or should family condition and the the Furthermore, status stated: 31/16/3687). of special is needs given it personal are hadith, to elderly according and person disabled, children, the treat to teaches bene the of needs stated: is it (31), An-Nur Surah where In standards allowed. 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(Al-Baqarah ahr,tersons, their fathers, Hsn 1/1/355) (Hasan: fi di h literature the in ed ” ” Snnan-Nasa (Sunan ” (Da ’ if: ’ i: Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 h osm uhpout n evcsi iie Wbw ha 2016). customers, Ahmad & Muslim (Wibowo predominantly limited is to services and services products such and pro consume who halaltrip. the products on (e.g. tourism research operators although and travel to operations Internet-based hospitality started Muslim of have sell meet number luxuryhalaltravel.com) to crestentrating.com; A designed In halalbooking.com; are services. increasing. com; that area these are businesses on under-researched tourism needs non-Muslims further and of customer hospitality A perceptions destinations, the evaluations. of is number and services a choice hospitality halal service to hospitality pertaining their on beliefs n h aueo evc rdcsta aif t ed n xettos eerhthat (Stephenson Research present and expectations. past and the needs in its populations Muslim satisfy market) purposes. of that tourism religious culture halal products pure the travel than (i.e. service rich market other the of this reasons of explores nature for nature Muslims the the stream identify by research to and taken second needed travel A are of detail. studies Further more types of in other Consumers studied all tourism. be is Islamic should of di characteristics study are psychographic and the activity and called needs travel be of decipher can type which to this purposes, Islamic guidance religious of need for concept taken sectors the related of and Studies infancy travellers. 2014). Muslim their tourism Sabtu of 2014; and in & expectations hospitality still (Stephenson (Samori the & especially are sectors Omar market and other tourism 2016; services behind this although Henderson in lags 2014), 2016; common of al. sector, Nakata becoming et needs & are developed Marzuki Izberk-Bilgin standards 2011; the and Jaafar 2014; Halal (Stephenson 2016). meet markets markets Nakata to consumer many & and Izberk-Bilgin food strategies Muslim 2016; and business to Henderson retailing approaches and product consumer pioneered products that industries indicates literature beverage Recent services businesses. hospitality many system. from belief travellers their Muslim of of sources expectations the possible from identify stemming to di as Muslim-friendly model, so of of process teachings expectations attributes a clarify identi to In on were Islam services. discussion service of hospitality the sources from reliable extend travellers from to Muslim evidence bring was and chapter services this hospitality of purpose The The e the identify to markets customer on focus can research future oat n eomnigbhvorwl els tog oee,ti seto halal of aspect of behaviours this future However, resulting strong. and less acceptable be less properties su will on as consumption weak behaviour evaluated service are hospitality that be recommending services will belief and hotel their 3.3 those of loyalty that requirements Table expected include in be which can expectations listed it their example, on based For be system. will more value be and to tion, expected consumers be Muslim experience, can consumption segment customer Muslim of speci behaviours resulting The services. uuersac nIlmctuimcnavneo w eerhsras n stetravel the is One streams. research two on advance can tourism Islamic on research Future for market unexplored an still is market traveller Muslim the market, consumer sizable a As fi fi ,fcsn neautosta r ae nterrlgosbles olwn the Following beliefs. religious their on based are that evaluations on focusing c, a tg ntepoesmdli h otprhs tg n edako h consumed the on feedback and stage post-purchase the is model process the in stage nal fi dadteeatiue eeascae ihsaihrlnsadIslamic and rulings shariah with associated were attributes these and ed otcnupinsaeadfeedback and stage Post-consumption trbtso ulmfinl hospitality Muslim-friendly of Attributes fi eadpyhlgclcaatrsiso o-ulmcustomers non-Muslim of characteristics psychological and le ff rn nternesadmtvtosadterdemographic their and motivations and needs their in erent ff r rmalc fresearch. of lack a from ers Conclusion ’ 67 umr vlain fsrieqaiy satisfac- quality, service of evaluations summary ff ff c fcustomers of ect rn trbtso hotel a of attributes erent ’ religious Downloaded By: 10.3.98.104 At: 02:07 02 Oct 2021; For: 9781315150604, chapter3, 10.4324/9781315150604-3 i,D n ede ..(2013) R.R. 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Battour, plan that companies for advancements markets. service travel and Muslim development serve product to help also will 2014) choice Horizons Business ors aaeetPerspectives Management Global. Tourism IGI of Imprint an Reference, Science Business PA: Hershey, rsne tteWrdIlmcTuimFrm(IF21) 12 2011), (WITF O Forum Tourism https://www.researchgate.net/publi Islamic Available: World the at presented 542 sa countries Asian 144 uies niern n nutilApiain IBI) 01IE ypsu.IE,Langkawi, IEEE, Symposium. IEEE 2011 (ISBEIA), 384 Malaysia: Applications Industrial and Engineering Business, Perspectives study Malaysia in hotel compliant h xetnydiscon expectancy the Perspectives Management Tourism Perspectives Management ors market tourism Mauritius Perspectives Management 291 121: 2012, InHAC Conference Halal International certi Sciences, Halal toward tions www.pewresearch.org/fact-tank/2017/04/06/ at: online Available Center. 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