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Orchestrating firm-specific resource integration to achieve customer service performance: an investigation in the hotel context

Gilang Puspita Rini (Department of Management, Diponegoro University, Semarang, Indonesia)
Amie Kusumawardhani (Department of Management, Diponegoro University, Semarang, Indonesia)

International Journal of Innovation Science

ISSN: 1757-2223

Article publication date: 7 March 2023

237

Abstract

Purpose

This study aims to identify factors that can improve customer service performance by verifying the relationships between these factors, such as customer orientation, firm-specific resource integration, transactive memory system and service innovation capability. In other words, this study identifies the determinants of customer service performance from the perspective of the resource advantage theory of competition.

Design/methodology/approach

This research was conducted through an online survey of hotel managers and supervisors in Indonesia, which produced 327 questionnaires that could be processed with a response rate of 70.6%. Structural equation modelling was used to analyse the data and test the hypotheses with the help of AMOS 23.

Findings

This study confirms that firm-specific resource integration can improve customer service performance, with the antecedents of the former being customer orientation and a transactive memory system.

Research limitations/implications

This research was conducted with a sample of three-, four- and five-star hotels, which have different conditions. In future research, it would be interesting to compare how such hotels over a larger geographical area behave in improving customer service performance using the investigated variables.

Originality/value

This research provides additional insight into the resource advantage theory of competition, namely, that integrated enterprise-specific resources are good antecedents for innovation and customer service performance.

Keywords

Citation

Rini, G.P. and Kusumawardhani, A. (2023), "Orchestrating firm-specific resource integration to achieve customer service performance: an investigation in the hotel context", International Journal of Innovation Science, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJIS-07-2022-0118

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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