The Impact of Institutional Strengthening on Tourism Organisations: The Corporate Governance and Public Service Quality Management Based Perspective

Literature denotes that there are some potential threats that may exist during the institutional strengthening implementation, for example, an internal communication path catastrophe as well as an improper procedure for service quality management.A number of studies, in general, have been conducted to explore such threats as well as to come up with solutions and/or suggestions.However, in particular, this study finds that less literature discusses the role of institutional strengthening of tourism government offices in the Southeast Asia region, and to be more specific, only a few studies focus on a certain corporate governance approach, especially institutional strengthening and service quality management.As a result, this study finds that there is a gap in the body of corporate governance and service quality management literature, and this study, therefore, aims to fill the gap above through the stress on certain viewpoints, especially the investigation of the institutional strengthening effect on the government tourism office.In doing so, this study applies a qualitative research method through the application of the phenomenology research approach.The result of this study, as a theoretical and managerial contribution, finds that institutional strengthening will be properly implemented through the proper emphasis on and monitoring and evaluation of the three institutional relationship levels, namely inter-organisational level, lower level, and target group level.For the research novelty, this study recommends a renewed concept called the IPOO model, which is hopefully useful for the theoretical and managerial context as well as the recommendation of future quantitative research.