Market orientation and performance in service firms: role of innovation
Market orientation and performance in service firms: role of innovation
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DOI：
10.1108/08876040310461282
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发表时间：
2003-02
影响因子：
3.9
通讯作者：
Sanjeev Agarwal;M. Erramilli;C. Dev
中科院分区：
文献类型：
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作者：
Sanjeev Agarwal;M. Erramilli;C. Dev
市场导向与上级企业绩效相联系的观点已被广泛接受。然而，在先前的文献中，对这一命题的实证支持是薄弱的。本研究以201家国际饭店为研究对象，探讨市场导向与饭店绩效的关系，发现市场导向与饭店绩效的判断指标（服务品质、顾客满意度、员工满意度），以及客观指标（入住率、营业毛利、市场占有率）皆有显著正相关。具体而言，研究发现，市场导向的直接影响是刺激创新，这反过来又提高了判断绩效，这反过来又提高了客观绩效。
There is wide acceptance of the precept that market orientation is associated with superior firm performance. However, empirical support for the proposition in prior literature is weak. This study examines the relationship between market orientation and performance with data from 201 international hotels and finds that market orientation is positively associated with both judgmental measures of performance – service quality, customer satisfaction, and employee satisfaction, and objective measures of performance – occupancy rate, gross operating profit, and market share. Specifically, the study finds that the immediate impact of market orientation is to spur innovation, which, in turn, enhances judgmental performance, which, in turn, enhances objective performance.