Article2009

Service orientation: antecedents, outcomes, and implications for hospitality research and practice

Chih-Ching Chris Teng · Clayton W. Barrows

100 citations0/0 files storedService Industries Journal

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

Abstract

Service orientation has played an important role both in the literature and hospitality organizations. Despite the large amount of research examining service orientation, less research has focused on understanding the concept within the hospitality sector. To fill the void, this article aims to review and summarize previous research between 1980 and 2008 on the primary relationships between service orientation and other constructs; propose a service orientation framework to provide theoretical parsimony to the literature base; explore the managerial implications for the hospitality industry, with special attention given to the evaluation of different service orientation instruments; and make recommendations for a future research agenda.

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References

1990The Effect of a Market Orientation on Business Profitability 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990The Effect of a Market Orientation on Business Profitability 1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis 2002Trust in leadership: Meta-analytic findings and implications for research and practice.1996Services Marketing: Integrating Customer Focus Across the Firm 1990Service management and marketing: managing the moments of truth in service competition 1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis

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