Becoming an ambidextrous hotel: The role of customer orientation

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题名:	Becoming an ambidextrous hotel: The role of customer orientation
作者:	湯大緯;Tang, Da-Wei
贡献者:	休閒與遊憩管理學系
关键词:	Customer orientation;Service innovation;Service improvement;Exploration;Exploitation
日期:	2014-05
上传时间:	2014-06-05 04:12:39 (UTC+0)
摘要:	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.
關聯:	International Journal of Hospitality Management
显示于类别:	[國際企業學系] 期刊論文

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