6533b86dfe1ef96bd12c9450

RESEARCH PRODUCT

QUALITY MARKET ORIENTATION

Inés KüsterLuisa AndreuJ. Enrique BignéAndreu Blesa

subject

Service qualitymedia_common.quotation_subjectMarket intelligenceDevelopmentEmpirical researchTourism Leisure and Hospitality ManagementService (economics)Market orientationValue (economics)Quality (business)BusinessMarketingTourismmedia_common

description

This paper analyzes the effects of market orientation from two perspectives. First, its direct influences on tourist agencies' perceived performance, and its indirect ones on per- formance through the perceived value of market information. Second, direct effects on the perceived service quality offered by the firm and indirect influences derived from the utiliza- tion of quality measurement systems are analyzed. Hypothesized relationships are tested in an empirical study of tourist managers. Research findings confirm the proposed relationships, except the influence of using quality measurement systems on service. A positive direct influ- ence between perceived service quality and performance is also analyzed and confirmed. Key- words: market orientation, quality, performance, tourist agencies. 2005 Elsevier Ltd. All rights reserved.

yearjournalcountryeditionlanguage
2005-10-01Annals of Tourism Research
https://doi.org/10.1016/j.annals.2005.07.001