search query: @author Semeijn, J. / total: 3
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| Author: | Tiedemann, N. Birgele, M. van Semeijn, J. |
| Title: | Increasing hotel responsiveness to customers through information sharing |
| Journal: | Tourism review = Revue de tourism = Zeitschrift für Tourismus
2009 : VOL. 64:4, p. 12-26 |
| Index terms: | Europe hotel and catering industry managers market orientation service marketing supply chain management consumer behaviour surveys information |
| Freeterms: | knowledge sharing models |
| Language: | eng |
| Abstract: | This paper aims to explore customer responsiveness (henceforth as: c-r.) in the hotel industry, and the role of market orientation (here as: m-o.) incl. internal and external (as: int-and-ext.) information sharing (IS). Based on a review of the supply chain management and marketing literature, a conceptual model is built and tested based on a survey of European hotel managers using PLS path modeling. It is found that m-o. appears to be an important basis for cross-functional and inter-organizational IS. Information exchange, both int-and-ext., can explain over 50 percent of c-r., as seen by hotel managers. While many hotel managers may focus on comfort of rooms, cleanliness, quality of food and friendliness etc., it seems that both int-and-ext. IS are important antecedents of c-r. , and hence customer satisfaction and loyalty. |
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