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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Main Authors: Abdullah, Haim Hilman, Kaliappen, Narentheren
Format: Article
Published: Inderscience Enterprises Ltd. 2016
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Online Access:http://repo.uum.edu.my/19657/
http://doi.org/10.1504/JIBED.2016.10000726
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spelling my.uum.repo.196572016-11-16T00:29:58Z http://repo.uum.edu.my/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
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
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
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.
format Article
author Abdullah, Haim Hilman
Kaliappen, Narentheren
author_facet Abdullah, Haim Hilman
Kaliappen, Narentheren
author_sort Abdullah, Haim Hilman
title 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_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_sort causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation
publisher Inderscience Enterprises Ltd.
publishDate 2016
url http://repo.uum.edu.my/19657/
http://doi.org/10.1504/JIBED.2016.10000726
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score 12.845895