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Service orientation: antecedents, outcomes, and implications for hospitality research and practice

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  • Chih-Ching Teng
  • Clayton W. Barrows

Abstract

Service orientation has played an important role both in the literature and hospitality organizations. Despite the large amount of research examining service orientation, less research has focused on understanding the concept within the hospitality sector. To fill the void, this article aims to review and summarize previous research between 1980 and 2008 on the primary relationships between service orientation and other constructs; propose a service orientation framework to provide theoretical parsimony to the literature base; explore the managerial implications for the hospitality industry, with special attention given to the evaluation of different service orientation instruments; and make recommendations for a future research agenda.

Suggested Citation

  • Chih-Ching Teng & Clayton W. Barrows, 2009. "Service orientation: antecedents, outcomes, and implications for hospitality research and practice," The Service Industries Journal, Taylor & Francis Journals, vol. 29(10), pages 1413-1435, May.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1413-1435
    DOI: 10.1080/02642060903026247
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    References listed on IDEAS

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    1. Jenkins, Andrew, 2001. "Companies use of psychometric testing and the changing demand for skills: a review of the literature," LSE Research Online Documents on Economics 19541, London School of Economics and Political Science, LSE Library.
    2. Andrew Jenkins, 2001. "Companies use of psychometric testing and the changing demand for skills: A review of the literature," CEE Discussion Papers 0012, Centre for the Economics of Education, LSE.
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    Cited by:

    1. Kankam-Kwarteng, Collins & Osman, Barbara & Acheampong, Stephen, 2020. "Performance of restaurants: Recognizing competitive intensity and differentiation strategies," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(3), pages 25-34.
    2. Carlos Monteiro & Mara Franco & Raquel Meneses & Rui Alexandre Castanho, 2023. "Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector," Sustainability, MDPI, vol. 15(21), pages 1-22, October.
    3. Marzena Tomaszewska & Beata Bilska & Danuta Kołożyn-Krajewska, 2022. "Behavior of Polish Consumers in Relation to Meals Ordered in Food Service Establishments in the Context of Plate Waste," Sustainability, MDPI, vol. 14(13), pages 1-17, July.
    4. Wansoo Kim & Chihyung Ok & Deborah D. Canter, 2010. "Moderating role of a priori customer--firm relationship in service recovery situations," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 59-82, July.
    5. Reema Farooghi & Syeda Nazneen Waseem & Samina Qasim, 2016. "Customer Orientation Of Service Employees: A Phantom Model Approach," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 12(1), pages 219-246.
    6. Huang, Chin-wei & Ho, Foo Nin & Chiu, Yung-ho, 2014. "Measurement of tourist hotels׳ productive efficiency, occupancy, and catering service effectiveness using a modified two-stage DEA model in Taiwan," Omega, Elsevier, vol. 48(C), pages 49-59.
    7. Agus Usman & Yudi Azis & Budi Harsanto & Anton Mulyono Azis, 2023. "The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia," Logistics, MDPI, vol. 7(4), pages 1-18, December.
    8. Saputro Adita Bagus & Kurniawan Ignatius Soni, 2020. "Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 11(2), pages 63-73, August.
    9. Kankam-Kwarteng, Collins & Osman, Barbara & Acheampong, Stephen, 2020. "Performance of restaurants: Recognizing competitive intensity and differentiation strategies," MPRA Paper 103781, University Library of Munich, Germany.
    10. Syed Waleed Warsi & Ghulam Mustafa & Saeed Ahmed, 2016. "Investigating The Role Of Manager’S Attitude For The Performance Of Subordinates: A Study For Comparison Between Boss And A Leader," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 12(2), pages 12-21.
    11. Hüseyin Arasli & Reza Bahman Teimouri & Hasan Kiliç & Iman Aghaei, 2017. "Effects of service orientation on job embeddedness in hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 37(9-10), pages 607-627, June.

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