Orchestrating firm-specific resource integration to achieve customer service performance: an investigation in the hotel context

Gilang Puspita Rini, A. Kusumawardhani
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Abstract

Purpose This study aims to identify factors that can improve customer service performance by verifying the relationships between these factors, such as customer orientation, firm-specific resource integration, transactive memory system and service innovation capability. In other words, this study identifies the determinants of customer service performance from the perspective of the resource advantage theory of competition. Design/methodology/approach This research was conducted through an online survey of hotel managers and supervisors in Indonesia, which produced 327 questionnaires that could be processed with a response rate of 70.6%. Structural equation modelling was used to analyse the data and test the hypotheses with the help of AMOS 23. Findings This study confirms that firm-specific resource integration can improve customer service performance, with the antecedents of the former being customer orientation and a transactive memory system. Research limitations/implications This research was conducted with a sample of three-, four- and five-star hotels, which have different conditions. In future research, it would be interesting to compare how such hotels over a larger geographical area behave in improving customer service performance using the investigated variables. Originality/value This research provides additional insight into the resource advantage theory of competition, namely, that integrated enterprise-specific resources are good antecedents for innovation and customer service performance.
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协调公司特定资源整合以实现客户服务绩效:一项针对酒店环境的调查
目的本研究旨在通过验证顾客导向、企业特有资源整合、交互记忆系统和服务创新能力等因素之间的关系,找出能够提升客户服务绩效的因素。换句话说,本研究从竞争的资源优势理论的角度确定了客户服务绩效的决定因素。设计/方法/方法本研究通过对印度尼西亚酒店经理和主管的在线调查进行,共产生327份问卷,可处理的回复率为70.6%。采用结构方程模型对数据进行分析,并借助AMOS 23对假设进行检验。本研究证实了企业特有的资源整合可以提高客户服务绩效,前者的前因是客户导向和交互记忆系统。本研究以三星级、四星级和五星级酒店为样本进行,这些酒店的条件不同。在未来的研究中,比较这些酒店在更大的地理区域内如何使用所调查的变量来提高客户服务绩效将是很有趣的。原创性/价值本研究为竞争的资源优势理论提供了额外的见解,即整合的企业特定资源是创新和客户服务绩效的良好前提。
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来源期刊
CiteScore
6.30
自引率
10.30%
发文量
32
期刊介绍: The International Journal of Innovation Science publishes fundamental and applied research in innovation practices. As the official journal of the International Association of Innovation Professionals (IAOIP), the journal is a forum for the exchange of advanced knowledge in innovation, including emerging technologies and best practices, tools and techniques, metrics, and organization design and culture; as well as the stakeholder engagement, change management, and leadership skills required to ensure innovation succeeds. Areas of Coverage: -Innovation processes, methods, techniques- Individual''s role in Innovation- Improvements in HR, marketing, finance, or other disciplines that enable innovation- Innovation practices in specific industries or countries- Innovation centers, incubators, labs...- Regional or national economic development/policies related to innovation- Innovation competency, skills- Innovation conventions, competitions, or training- Innovation for entrepreneurs-Regional impacts on innovation- Growing innovationthrough university programs- Attracting innovative companies and entrepreneurs
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