Customer Orientation, Learning Orientation, and New Service Development: An Empirical Investigation of the Swiss Hotel Industry
Author
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.
Department/s
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