Becoming an ambidextrous hotel: The role of customer orientation

ASIAIR > College of Management > Department of International Business > Journal Artical > Item 310904400/79810

Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/79810

Title:	Becoming an ambidextrous hotel: The role of customer orientation
Authors:	湯大緯;Tang, Da-Wei
Contributors:	休閒與遊憩管理學系
Keywords:	Customer orientation;Service innovation;Service improvement;Exploration;Exploitation
Date:	2014-05
Issue Date:	2014-06-05 04:12:39 (UTC+0)
Abstract:	Because competitive pressure in the hotel industry continues to increase, hotels have to develop service innovation (i.e., exploration) and service improvement (i.e., exploitation) capacities to become ambidextrous for continually creating customer value. In this study, a theory of the effect of customer orientation on service innovation and service improvement, which facilitates service quality and results in better market performance, was developed and investigated. By analyzing the data provided by senior executives and department managers from 126 hotels in Taiwan, both service innovation and service improvement were revealed to partially mediate the relationship between customer orientation and market performance. The results imply that customer orientation affects the market performance of a hotel through the development of service capabilities, and that customer orientation can transform a hotel into an ambidextrous hotel by concurrently developing service innovation and service improvement capacities.
Relation:	International Journal of Hospitality Management
Appears in Collections:	[Department of International Business] Journal Artical

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