Article metrics

  • citations in SCindeks: 0
  • citations in CrossRef:0
  • citations in Google Scholar:[=>]
  • visits in previous 30 days:17
  • full-text downloads in 30 days:8
article: 4 from 179  
Back back to result list
Marketing
2019, vol. 50, iss. 1, pp. 13-23
article language: Serbian
document type: Original Paper
doi:10.5937/Markt1901013B

Creative Commons License 4.0
Impact of innovations on service orientation of employees in the hotel management
Univerzitet u Novom Sadu, Prirodno-matematički fakultet, Departman za geografiju, turizam i hotelijerstvo

e-mail: ivana.blesic@gmail.com, jelenat91@gmail.com, milena.stanic91@gmail.com, sadragin@gmail.com, ivkov.milan@gmail.com

Abstract

The characteristics of the hospitality related to the presence of tangible and non-tangible components, mutual interaction and simultaneous provision and use of services, point out the importance of employee service orientation. It is believed that the competitiveness of the company is made up of creative human resources, which will, through the introduction of products, services and processes, make the basis of successful economic development. Innovations, with the knowledge that enables them, become the most important source of market success and sustainable competitive advantage. For the purposes of this study, with theoretical approximation, a concrete research is carried out on the impact of innovations on the service orientation of employees in selected hotels on the territory of the Republic of Serbia. The survey was conducted in hotels with 3*, 4* and 5*, from January 2016 to July 2017. The results of the research presented how and to what extent introduction of innovation in hotel industry influences the work and motivation of employees in providing services to consumers, in what way innovations facilitate the work of employees and what kind of impact they have on the level of work commitment.

Keywords

References

Anderson, J.C., Gerbing, D.W. (1987) Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3): 411-423
Ansari, N.Y., Siddiqui, S.H., Farrukh, M. (2018) Effect of High Performance Work Practices on Job Embeddedness and Employee Innovative Behavior. International Journal of Contemporary Economics and Administrative Sciences, 8(2): 64-88
Azila, N., Noor, M., Muhamad, A. (2005) Induvidual Factors that Predict Customer-Orientation Behaviour of Malaysian Life Insurance Agents. Journal Pengursan, 24, 125-149
Boles, J.S., Babin, B.J., Brashear, T.G., Brooks, C. (2001) An Examination of the Relationships between Retail Work Environments, Salesperson Selling Orientation-Customer Orientation and Job Performance. Journal of Marketing Theory and Practice, 9(3): 1-13
Brown, S.P., Peterson, R. (1993) Antecedents and consequences of salesperson job satisfaction: Meta analysis and assessment of casual effects. Journal of Marketing Research, 30, 63-77
Chan, A., Go, F.M., Pine, R. (1998) Service Innovation in Hong Kong: Attitudes and Practice. Service Industries Journal, 18(2): 112-124
Chen, J.S., Tsou, H.T., Huang, Y.H. (2009) Service deliver innovation: Antecedents and impact on firm performance. Journal of Service Research, 12(1): 36-55
Cohen, J. (1988) Statistical power analysis for the behavioral sciences. New York: Lawrence Erlbaum Associates, Second Editio
Deshpandé, R., Farley, J.U., Webster, F.E. (1993) Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis. Journal of Marketing, 57(1): 23-37
Doyle, P. (1998) Innovate, or die. Marketing Business, 20 (3), 20-23
Grissemann, U., Plank, A., Brunner-Sperdin, A. (2013) Enhancing business performance of hotels: The role of innovation and customer orientation. International Journal of Hospitality Management, 33: 347-356
Hjalager, A.M. (2002) Repairing innovation defectiveness in tourism. Tourism Management, 23(5): 465-474
Jaworski, B.J., Kohli, A.K. (1993) Market Orientation: Antecedents and Consequences. Journal of Marketing, 57(3): 53-70
Jones, P. (1996) Managing hospitality innovation. Cornell Hotel and Restaurant Administration Quarterly, 37(5): 86-95
Lehman, A., ORourke, N., Hatcker, L., Stepanski, E.J. (2005) JMP for Basic Univariate and Multivariate Statistics: A Step by Step Guide. North Carolina: SAS Institute Inc
Narver, J.C., Slater, S.F. (1990) The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4): 20-20
Nieves, J., Quintana, A. (2018) Human resource practices and innovation in the hotel industry: The mediating role of human capital. Tourism and Hospitality Research, 18(1): 72-83
Nunnally, J.C. (1978) Psyhometric Theory. New York: McGraw-Hill, 2nd Edition
Orfila-Sintes, F., Mattsson, J. (2009) Innovation behavior in the hotel industry. Omega: The International Journal of Management Science, 37(2): 380-394
Orfila-Sintes, F., Crespí-Cladera, R., Martínez-Ros, E. (2005) Innovation activity in the hotel industry: Evidence from Balearic Islands. Tourism Management, 26(6): 851-865
Ottenbacher, M.C. (2007) Innovation Management in the Hospitality Industry: Different Strategies for Achieving Success. Journal of Hospitality & Tourism Research, 31(4): 431-454
Ottenbacher, M.C., Harrington, R.J. (2009) The product innovation process of quick-service restaurant chains. International Journal of Contemporary Hospitality Management, 21(5): 523-541
Ottenbacher, M., Gnoth, J. (2005) How to Develop Successful Hospitality Innovation. Cornell Hotel and Restaurant Administration Quarterly, 46(2): 205-222
Porter, L.W., Steers, R.M., Mowday, R.T., Boulian, P.V. (1974) Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5): 603-609
Quinn, J.B. (2000) Outsourcing Innovation: The New Engine of Growth. Sloan Management Review, 41(4): 13-28
Sandvik, I.L., Sandvik, K.L. (2003) The impact of market orientation on product innovativeness and business performance. International Journal of Research in Marketing, 20(4): 355-376
Saxe, R., Weitz, B.A. (1982) The SOCO Scale: A Measure of the Customer Orientation of Salespeople. Journal of Marketing Research, 19(3): 343-351
Sin, L.Y.M., Tse, A.C.B., Heung, V.C.S., Yim, F.H.K. (2005) An analysis of the relationship between market orientation and business performance in the hotel industry. International Journal of Hospitality Management, 24(4): 555-577
Snyder, M., Gangestad, S. (1986) On the nature of self-monitoring: Matters of assessment, matters of validity. Journal of Personality and Social Psychology, 51(1): 125-139
Stock, R.M., Hoyer, W.D. (2000) Leadership Style as Driver of Salespeoples' Customer Orientation. Journal of Market-Focused Management, 5(4): 355-376
Tajeddini, K., Trueman, M. (2012) Managing Swiss Hospitality: How cultural antecedents of innovation and customer-oriented value systems can influence performance in the hotel industry. International Journal of Hospitality Management, 31(4): 1119-1129
Teng, C., Barrows, C.W. (2009) Service orientation: Antecedents, outcomes, and implications for hospitality research and practice. Service Industries Journal, 29(10): 1413-1435
Victorino, L., Verma, R., Plaschka, G., Dev, C. (2005) Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, 15(6): 555-576
Wang, C.H., Chen, K.Y., Chen, S.Y. (2012) Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1): 119-129
Widmier, S. (2002) The effects of incentives and personality on salesperson's customer orientation. Industrial Marketing Management, 31(7): 609-615
Yfantidou, G., Spyridopoulou, E., Chatzigeorgiou, T., Malliou, P. (2019) Hotel Innovation and the Creation of Competitive Advantage. in: Smart Tourism as a Driver for Culture and Sustainability, Cham: Springer International Publishing, 135-144
Zhou, K.Z., Brown, J.R., Dev, C.S., Agarwal, S. (2007) The effects of customer and competitor orientations on performance in global markets: A contingency analysis. Journal of International Business Studies, 38(2): 303-319