The Sequential Relationships among Operational Capabilities and Performance in Service Industry: An Empirical Study

This study seeks to identify the elements of operational capability and obtain a detailed picture of the sequential relationships among operational capabilities and business performance in the hospitality industry. In addition, it attempts to prove that the capability to offer an enhanced customer e...

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Bibliographic Details
Published inSeoul Journal of Business Vol. 20; no. 2; pp. 23 - 48
Main Author Cho, Jungeun
Format Journal Article
LanguageEnglish
Published Seoul Seoul National University, College of Business Administration 01.12.2014
경영연구소
Subjects
Advanced manufacturing technologies
Competition
Competitive advantage
Correlation analysis
Customer satisfaction
Customer services
Hospitality industry
Manufacturing
Operations management
Service industries
Strategic management
Strategic planning
Structural equation modeling
Studies
경영학
South Korea
Online AccessGet full text
ISSN1226-9816
DOI10.35152/snusjb.2014.20.2.002

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Summary:This study seeks to identify the elements of operational capability and obtain a detailed picture of the sequential relationships among operational capabilities and business performance in the hospitality industry. In addition, it attempts to prove that the capability to offer an enhanced customer experience constitutes a core competitive advantage in service firms. A phone survey was conducted among Korean hotels, and 102 data sets were collected. Structural equation modeling and multiple regressions were used to test hypotheses using the survey data. As a result, an optimum path was discovered for the accumulation of operational capabilities in the hospitality industry and customer experience is revealed to be the only dimension of operational capabilities that is directly linked to market performance.
Bibliography:ObjectType-Article-1
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G704-001894.2014.20.2.003
ISSN:1226-9816
DOI:10.35152/snusjb.2014.20.2.002