Customer Orientation, Learning Orientation, and New Service Development: An Empirical Investigation of the Swiss Hotel Industry [Summary]
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The study addresses the impact of New Service Development (NSD) on performance and the key antecedents to NSD in a comprehensive, empirically verified model. We thereby fill a significant gap in the understanding of new service development in the hotel industry, the nature of relationships between NSD and the key variables that drive it, and the effect of NSD on hotel performance. The results provide an initial benchmark for organizational strategy attributes apparent in conjunction with certain contingencies in a hotel’s operating environment. Several contributions to various research streams are noteworthy. "This article summary is distributed under a Creative Commons Attribution 4.0 license (CC BY).