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Customer Orientation, Learning Orientation, and New Service Development: An Empirical Investigation of the Swiss Hotel Industry

Tajeddini, Kayhan LU (2011) In Journal of Hospitality & Tourism Research 35(4). p.437-468
Abstract
Although many studies have investigated the role of customer orientation and learning orientation on a firm's performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers' positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of... (More)
Although many studies have investigated the role of customer orientation and learning orientation on a firm's performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers' positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of prior research but also provide a new insight by exploring customer orientation, learning orientation, and new service development simultaneously, revealing how these factors affect the performance of the Swiss hotel industry. Although support for some hypotheses was found, these results need to be evaluated in light of the limitations, which moderate the contribution and also provide areas for further research. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
customer orientation, learning orientation, new service development, hotel industry
in
Journal of Hospitality & Tourism Research
volume
35
issue
4
pages
437 - 468
publisher
SAGE Publications Inc.
external identifiers
  • wos:000295694300002
  • scopus:80053602365
ISSN
1096-3480
DOI
10.1177/1096348010380599
language
English
LU publication?
yes
id
d3fe625c-518b-45bb-a585-a67b43a9ddbd (old id 2207805)
date added to LUP
2011-11-28 14:16:13
date last changed
2017-09-17 06:45:31
@article{d3fe625c-518b-45bb-a585-a67b43a9ddbd,
  abstract     = {Although many studies have investigated the role of customer orientation and learning orientation on a firm's performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers' positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of prior research but also provide a new insight by exploring customer orientation, learning orientation, and new service development simultaneously, revealing how these factors affect the performance of the Swiss hotel industry. Although support for some hypotheses was found, these results need to be evaluated in light of the limitations, which moderate the contribution and also provide areas for further research.},
  author       = {Tajeddini, Kayhan},
  issn         = {1096-3480},
  keyword      = {customer orientation,learning orientation,new service development,hotel industry},
  language     = {eng},
  number       = {4},
  pages        = {437--468},
  publisher    = {SAGE Publications Inc.},
  series       = {Journal of Hospitality & Tourism Research},
  title        = {Customer Orientation, Learning Orientation, and New Service Development: An Empirical Investigation of the Swiss Hotel Industry},
  url          = {http://dx.doi.org/10.1177/1096348010380599},
  volume       = {35},
  year         = {2011},
}