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Causal effect of differentiation strategy on organisational performance: the mediating effects of customer orientation and service innovation


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

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Abstract

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.

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Haim Hilman Abdullah
Date Deposited: 16 Nov 2016 00:29
Last Modified: 16 Nov 2016 00:29
URI: http://repo.uum.edu.my/id/eprint/19657

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