Authors: Vania Vigolo; Angelo Bonfanti; Pierpaolo Magliocca; Kristine Kirakosyan
Addresses: Department of Business Administration, University of Verona, Via Cantarane 24, Verona 37129, Italy ' Department of Business Administration, University of Verona, Via Cantarane 24, Verona 37129, Italy ' Department of Economy, University of Foggia, Via Caggese 1, Foggia 71121, Italy ' Department of Management, The West University of Timisoara, Romania Blvd. V. Parvan 4, Timisoara, Romania or Encarnacion del Pino, 11 1A, Madrid, Spain
Abstract: To better respond to customer's needs and expectations, service organisations could focus their corporate culture on service orientation. Moving in this direction means that structures, systems and people are organised to anticipate, recognise and meet customer requests. This paper has three main objectives: (1) it explores the service orientation culture (SOC) construct as perceived by managers of high-contact firms, i.e., luxury hotels; (2) it identifies the corporate activities adopted by luxury hotels to develop SOC and (3) it investigates possible relationships between SOC and firm performance. A qualitative research approach is adopted incorporating in-depth interviews with luxury hotel managers located in different countries.
Keywords: corporate culture; customer satisfaction; customer service; customer needs; firm performance; hospitality management; luxury hotels; hotel managers; service expectations; service orientation; service quality management.
International Journal of Managerial and Financial Accounting, 2016 Vol.8 No.2, pp.109 - 123
Available online: 23 Jul 2016 *Full-text access for editors Access for subscribers Purchase this article Comment on this article