Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation
The purpose of this paper is to investigate the mediating effects of customer orientation and service innovation on causal link of differentiation strategy and organisational performance.Thus, an empirical study was conducted on 60 three- to five-star rated hotels in Malaysia to achieve the objectiv...
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| Format: | Article |
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Inderscience Enterprises Ltd.
2016
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| _version_ | 1803627755601920000 |
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| author | Abdullah, Haim Hilman Kaliappen, Narentheren |
| author_facet | Abdullah, Haim Hilman Kaliappen, Narentheren |
| author_sort | Abdullah, Haim Hilman |
| collection | UUM |
| description | The purpose of this paper is to investigate the mediating effects of customer orientation and service innovation on causal link of differentiation strategy and organisational performance.Thus, an empirical study was conducted on 60 three- to five-star rated hotels in Malaysia to achieve the objective of this study.The findings show that differentiation strategy has a causal link on customer orientation and service innovation.Importantly, this study found that customer orientation and service innovation mediated the causal link of differentiation strategy and organisational performance.This is the first study that identifies mediating effects of customer orientation and service innovation on differentiation and performance nexus in Malaysian hotel industry.Finally, practical and theoretical implications are highlighted. |
| first_indexed | 2024-07-04T06:11:06Z |
| format | Article |
| id | uum-19657 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:11:06Z |
| publishDate | 2016 |
| publisher | Inderscience Enterprises Ltd. |
| record_format | dspace |
| spelling | uum-196572016-11-16T00:29:58Z https://repo.uum.edu.my/id/eprint/19657/ Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation Abdullah, Haim Hilman Kaliappen, Narentheren HD28 Management. Industrial Management The purpose of this paper is to investigate the mediating effects of customer orientation and service innovation on causal link of differentiation strategy and organisational performance.Thus, an empirical study was conducted on 60 three- to five-star rated hotels in Malaysia to achieve the objective of this study.The findings show that differentiation strategy has a causal link on customer orientation and service innovation.Importantly, this study found that customer orientation and service innovation mediated the causal link of differentiation strategy and organisational performance.This is the first study that identifies mediating effects of customer orientation and service innovation on differentiation and performance nexus in Malaysian hotel industry.Finally, practical and theoretical implications are highlighted. Inderscience Enterprises Ltd. 2016 Article PeerReviewed Abdullah, Haim Hilman and Kaliappen, Narentheren (2016) Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation. Journal for International Business and Entrepreneurship Development, 9 (4). p. 431. ISSN 1549-9324 http://doi.org/10.1504/JIBED.2016.10000726 doi:10.1504/JIBED.2016.10000726 doi:10.1504/JIBED.2016.10000726 |
| spellingShingle | HD28 Management. Industrial Management Abdullah, Haim Hilman Kaliappen, Narentheren Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title | Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title_full | Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title_fullStr | Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title_full_unstemmed | Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title_short | Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation |
| title_sort | causal effect of differentiation strategy on organisational performance the mediating effects of customer orientation and service innovation |
| topic | HD28 Management. Industrial Management |
| work_keys_str_mv | AT abdullahhaimhilman causaleffectofdifferentiationstrategyonorganisationalperformancethemediatingeffectsofcustomerorientationandserviceinnovation AT kaliappennarentheren causaleffectofdifferentiationstrategyonorganisationalperformancethemediatingeffectsofcustomerorientationandserviceinnovation |