服务生态系统的驱动因素:北印度酒店组织文化的调节作用

Hardeep Chahal, Seema Devi
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引用次数: 0

摘要

目的本研究旨在探讨酒店业服务生态系统中的驱动因素(即服务创新、服务交换、客户满意度和员工满意度)和组织文化。设计/方法/途径本研究采用定量方法,从印度北部查谟市的前 10 家酒店(从 Goibibo、Trivago 和 MakeMyTrip 三大网站中确定)的员工和客户处收集数据。研究结果研究结果表明,在四个驱动因素(即服务创新、服务交流、员工福利和客户福利)中,客户福利对服务生态系统具有重大影响。此外,研究还表明,组织文化对服务创新与服务生态系统之间的关系有明显的调节作用。研究局限性/意义本研究仅在北印度查谟市排名前 10 的酒店(三星级和四星级)中进行,可能无法代表印度所有酒店。随后,研究以北印度酒店为背景,对服务生态系统框架进行了实证测试和验证。研究还确定了组织文化,尤其是集团文化和等级文化在加强服务生态系统方面的重要作用。
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Drivers of service ecosystem: moderating role of organizational culture in North Indian hotels

Purpose

This study aims to explore the drivers (i.e. service innovation, service exchange, customer wellbeing and employee wellbeing) and organizational culture in the service ecosystem in the hospitality sector.

Design/methodology/approach

This study adopted a quantitative approach by collecting data from employees and customers of the top 10 hotels (identified from three major websites, i.e. Goibibo, Trivago and MakeMyTrip) functional in Jammu city, North India. Exploratory factor analysis, confirmatory factor analysis and partial least square analysis are used to analyse the data.

Findings

The study findings reveal that among the four drivers (i.e., service innovation, service exchange, employee wellbeing and customer wellbeing) customer wellbeing shows a strong impact and significant impact on the service ecosystem. Following this, the study also exhibits that organizational culture significantly moderates the relationship between service innovation and the service ecosystem. However, it does not show any moderating influence among the other drivers of the service ecosystem.

Research limitations/implications

This study is conducted only in the top 10 hotels (three and four stars) of Jammu city, North India, which might not represent all Indian hotels.

Originality/value

The study contributes by establishing the role of four service ecosystem drivers, namely service innovation, service exchange, employee wellbeing and customer wellbeing. Following this, the study empirically tested and validated the service ecosystem framework in the context of north Indian hotels. The study also establishes the significant role of organizational culture, particularly group culture and hierarchy culture, in strengthening the service ecosystem.

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来源期刊
CiteScore
6.00
自引率
7.70%
发文量
21
期刊介绍: The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.
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