Customer Orientation, Learning Orientation, and New Service Development: An Empirical Investigation of the Swiss Hotel Industry
(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)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/2207805
- author
- Tajeddini, Kayhan LU
- organization
- publishing date
- 2011
- 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
- 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
- 2016-04-01 14:21:40
- date last changed
- 2022-03-21 23:34:12
@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}},
keywords = {{customer orientation; learning orientation; new service development; hotel industry}},
language = {{eng}},
number = {{4}},
pages = {{437--468}},
publisher = {{SAGE Publications}},
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}},
doi = {{10.1177/1096348010380599}},
volume = {{35}},
year = {{2011}},
}