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

Author

  • Kayhan Tajeddini

Summary, in English

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.

Publishing year

2011

Language

English

Pages

437-468

Publication/Series

Journal of Hospitality & Tourism Research

Volume

35

Issue

4

Document type

Journal article

Publisher

SAGE Publications

Topic

  • Business Administration

Keywords

  • customer orientation
  • learning orientation
  • new service development
  • hotel industry

Status

Published

ISBN/ISSN/Other

  • ISSN: 1096-3480