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This study investigates the relationship between strategic orientations and innovation within the Sudanese service sector: hospitality, postal, bank, education, communication, and insurance spheres. Drawing upon the resource-based view, the paper examines the influence of market, service, and learning orientations on both incremental and radical innovation. Moreover, the study explores the moderating role of technological capabilities in this relationship. A quantitative research design was employed, utilizing a convenience sample of 160 managers from various service sub-sectors in Sudan. Empirical findings reveal that market orientation, service orientation, and learning orientation have a significant effect on incremental innovation (estimates = 0.164, p = 0.00; estimates = .177, p = .014). In addition, market and service orientations demonstrate a significant relationship with technological capabilities (estimates = 0.612, p = 0.00; estimates = –.376, p = .018). Further, incremental innovation and radical innovation significantly correlated with technological capabilities (estimates = .131, p = 0.00; estimates = .365, p = 0.00), while service orientation and learning orientation do not have a significant correlation with radical innovation (estimates = .153, p =.129; estimates = .061, p = .491). Learning orientation does not have a significant correlation with technological capabilities (estimates = .168, p > .228). Furthermore, results indicate that technological capabilities do not moderate the relationship between strategic orientation and service innovation. AcknowledgmentThe author would like to thank Deanship of Scientific Research at Majmaah University for supporting this work under Project No. R-2024-1367.

This study aims to investigate factors influencing servitization and firm performance within Indonesian national manufacturing companies, focusing on export-oriented entities such as automotive, electronics, textile, and food processing industries. Strategic orientations – market, technology, service, and learning – are investigated as key dimensions guiding firms’ strategic decisions amidst dynamic business environments. A comprehensive survey involving 100 companies representing a diverse spectrum of the Indonesian manufacturing sector is conducted. These companies encompass a range of statuses, including joint ventures (12%), multinational companies (2%), and national companies (86%). Through a purposive sampling strategy, representation across different company types is ensured to capture the breadth of perspectives within the industry. The quantitative approach involves surveying managers across various organizational levels, including top-level executives, middle managers, and front-line supervisors. Input from different managerial tiers is solicited to understand strategic orientations and their impact on firm performance. Data analysis, employing validation, descriptive statistics in MS Excel, and inferential statistics using Smart PLS yields significant insights. Market, service, and learning orientations emerge as influential factors in both basic and advanced services (p < 0.05), while technology orientation lacks statistical significance. Notably, market orientation significantly impacts advanced services (p < 0.05). Furthermore, the findings underscore the significant influence of service provision on firm performance across both basic and advanced services (p < 0.05). The critical role of strategic orientations, encompassing technology adoption, market positioning, service delivery, and organizational learning, in driving servitization and enhancing firm performance in Indonesian manufacturing is emphasized.

Purpose: This study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies' performance. Second, it empirically investigates service leaders' competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically in travel agencies, which has rarely been discussed. Design/methodology/approach: This is a mixed-method study with sequential explanatory research design. First, a quantitative approach was conducted with 150 authorised travel agencies in Indonesia, with two manager-level employees representing each agency. The data were analysed using descriptive statistics and structural equation modelling. A qualitative study was conducted to enrich the findings by interviewing the Director of Umrah and Hajj Development of the Ministry of Religious Affairs of the Republic of Indonesia and three other respondents. Findings: Service leaders' competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance. Originality/value: This study identifies factors affecting the performance of Umrah travel agencies in an intensely competitive environment, which has rarely been discussed. This sheds light on how travel agencies can survive and succeed in this competitive industry. Moreover, this study provides evidence regarding the role of network capabilities in the tourism industry and the impact of organisational service orientation, both directly and indirectly, on performance. [ABSTRACT FROM AUTHOR]

Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Background: Airport service quality and service orientation are important aspects of managing passenger satisfaction and airport image. The aim of this paper is to analyze the influence of service orientation and airport service quality on airport image through passenger satisfaction as an intervention variable. Methods: The survey was conducted on 356 passengers at the departure area and lounge. Samples were taken at five major airports in Indonesia, including Soekarno Hatta International Airport. To test the influence of exogenous variables on endogenous variables through intervening variables, a quantitative testing analysis test was carried out using the structural equation model partial least square (SEM-PLS). Result: The research results show that service orientation has a significant and positive effect on airport service quality, passenger satisfaction, and airport image. Moreover, service quality also has a positive effect on passenger satisfaction and the airport's image. Empirically, passenger satisfaction has been proven to mediate the influence of service quality and service orientation on airport image. It has been proven that airport operators who focus on passengers through service orientation can increase passenger satisfaction and the airport's image. Conclusions: Focusing on passengers' needs while at the airport is an important aspect for airport operators who aim to manage their emotions, which encourages passengers to use paid services while in the waiting room. The use of this paid service will directly increase the airport's aeronautical revenue. Future research needs to consider the influence of image on purchase intention and return to the airport. [ABSTRACT FROM AUTHOR]

Hotel business is a complex process whose primary goals are reflected in meeting the needs and wishes of guests. In order to achieve them, it is necessary for employees to develop an adequate service orientation, which would also contribute to job satisfaction. Consequently, in addition to theoretical examination of domestic and foreign scientific literature, the aim of this work is to examine the service orientation and satisfaction of guests within the first hotel chain on the territory of the Republic of Serbia. Well-known survey guidelines were used, which have also been recognized in foreign scientific literature. Based on previous research, and according to the results of this study, three factors within the service orientation of employees were singled out, while the scale of job satisfaction was expected to be one-dimensional. As part of the conclusion, some basic guidelines have been offered, which represent the backbone of the obtained statistical results.

The association between selling orientation and customer orientation and sales success has been a matter of intensive research since the publication of the selling orientation-customer orientation (SOCO) score in the early 1980’s. However, which attitudes predispose salespeople for high perfor-mance remains elusive. In addition, the association between customer orientation may be curvilinear and depend on the selling situation – and little research has been devoted to business-to-business (B2B) sales. This paper aims at starting to close those knowledge gaps through the development of a self-assessment tool for attitudes of salespeople. An extension of the 10-item SOCO score is developed through literature research in sales/business development and on service orientation in other settings. The score was subsequently validated through feedback by sales scholars. The extended score adds a dimension that tests whether professional salespeople consider the sales process as a service (SPAS) that should provide value beyond the identification of the best offering. Response rates by sales scholars was low, resulting in the need for further validation of the candidate SOCO-SPAS score. Business-to-business (B2B) relationships are an essential but understudied area of economics. The current paper provides a means to assess the relationship between attitudes and sales performance in modern B2B sales, by extending a scoring system that has originally been developed for B2C sales and many years in the past when market conditions were different than today.

Introduction: Hospital information system (HIS) as an integrated information system is used for daily operations, planning, care, and treatment of patients. Due to the existence of various and heterogeneous healthcare information systems, HIS encounters interoperability problems. In this regard, this study aimed to propose an integrated architecture for HIS based on the interoperability model. Method: This research is a strategic-applied study for achieving an integrated HIS architecture, focusing on clinical information systems (CIS). First, the requirements of clinical information systems were carried out through library studies, the review of the statistics office of the Ministry of Health, Treatment and Medical Education, and it was also reviewed and confirmed by information technology experts. Then, different interoperability frameworks and HIS architecture models were studied. Finally, the integrated HIS architecture model was proposed based on the interoperability model. Results: The integrated HIS architecture based on the interoperability model includes three architecture models as follows: references, software, and information. Reference architecture is proposed generally for the HIS and customized for CIS. For implementing various HISs, software architecture is proposed. And information architecture is used for storing, processing, and transmitting the information. Conclusion: Considering the necessity of integration in the health system, this study creates the possibility of interoperability and integration between HIS systems by applying the guidelines of integration in the architecture, which leads to cost reduction, quality improvement, and timely decision-making.

Background: Airport service quality and service orientation are important aspects of managing passenger satisfaction and airport image. The aim of this paper is to analyze the influence of service orientation and airport service quality on airport image through passenger satisfaction as an intervention variable. Methods: The survey was conducted on 356 passengers at the departure area and lounge. Samples were taken at five major airports in Indonesia, including Soekarno Hatta International Airport. To test the influence of exogenous variables on endogenous variables through intervening variables, a quantitative testing analysis test was carried out using the structural equation model partial least square (SEM-PLS). Result: The research results show that service orientation has a significant and positive effect on airport service quality, passenger satisfaction, and airport image. Moreover, service quality also has a positive effect on passenger satisfaction and the airport’s image. Empirically, passenger satisfaction has been proven to mediate the influence of service quality and service orientation on airport image. It has been proven that airport operators who focus on passengers through service orientation can increase passenger satisfaction and the airport’s image. Conclusions: Focusing on passengers’ needs while at the airport is an important aspect for airport operators who aim to manage their emotions, which encourages passengers to use paid services while in the waiting room. The use of this paid service will directly increase the airport’s aeronautical revenue. Future research needs to consider the influence of image on purchase intention and return to the airport.

Tourism is now widely recognized as a fundamental aspect of human existence that has direct effects on the economic, social, cultural, and personal development of any nation. Human resources (HR) are generally recognized as intangible assets in the service-based industry, implying that they require special attention. Thus, Indonesia and a number of other nations are faced with the issue of developing human resources for tourism; however, little research has been conducted on this topic and its related policies. In light of this, there is a need for additional tourism human resource development models to increase tourism's international and domestic competitiveness. In order to improve the quality of services offered in the tourism industry and boost its competitiveness, this research was conducted to develop a model for tourism human resources. There were a total of 140 participants in this survey-based study. They worked in hotels, restaurants, and other tourist destinations and were purposively chosen. They ranged in age from 20 to 50, with a minimum of two years of experience and a maximum of fifteen. Data were collected using a questionnaire. The formative Structural Equation Model Partial Least Squares (SEM-PLS) model was used to design a human tourism human resources model in order to improve the quality of services provided in the tourism industry and boost its competitiveness. Two tests were conducted: the outer model test and the inner model test. The findings indicate that the most influential factor in determining service orientation is the ability. In addition, it was found that service orientation partially mediated the relationship between knowledge, skill improvement, and emotional intelligence and the performance of tourism sector employees. Finally, the implications and recommendations for future research follow the study's findings. [ABSTRACT FROM AUTHOR]

Abstract Social media provides an infrastructure where users can share their data at an unprecedented speed without worrying about storage and processing. Social media data has grown exponentially and now there is major interest in extracting any useful information from the social media data to apply in various domains. Currently, there are various tools available to analyze the large amounts of social media data. However, these tools do not consider the diversity of the social media data, and treat social media as a uniform data source with similar features. Thus, these tools lack the flexibility to dynamically process and analyze the social media data according to its diverse features. In this paper, we develop a ‘Big Social Data as a Service’ (BSDaaS) composition framework that extracts the data from various social media platforms, and transforms it into useful information. The framework provides a quality model to capture the dynamic features of social media data. In addition, our framework dynamically assesses the quality features of the social media data and composes appropriate services required for various information analyses. We present a social media based sentiment analysis system as a motivating scenario and conduct experiments using real-world datasets to show the efficiency of our approach.

Purpose – The purpose of this study is to validate and refine, as appropriate, the Service Orientation Scale in the unique context of the Canadian lodging sector, while exploring demographic differences expressed by respondents. Design – The study is based on Groves’ 34-item service orientation scale developed for the hospitality industry. Online self-administration questionnaires were completed by 348 hospitality employees. Methodology/Approach – Confirmatory factor analysis revealed extensive loading issues in Groves’ three-factor model, while also surfacing problems with item inclusion in the four-factor model presented by Kim et al. (2003). Subsequent exploratory factor analysis led to the creation of an improved 22-item service orientation scale (SOS-22). Findings – This research significantly refines the multidimensional employee service orientation scale into a scale that balances the detail of the dimensions with the parsimony of the scale design. The richness of the construct is maintained as the measures span four dimensions: organizational support, service under pressure, customer orientation, and customer relations. As recruiting and retaining employees in the hospitality industry remains a major challenge, the SOS -22 model can be used to improve employee-organization fit at the recruitment stage and help organizations find talent that will improve the customer experience and achieve organizational goals. Originality of the research – The paper demonstrates improved modelling of the service orientation scale (SOS-22) over past iterations that struggles with replication with results both valid and reliable. This research uncovers novel results in the lodging sector of the hospitality industry, while surfacing demographics differences in service orientation, both by gender and job level, missing from earlier studies.

Purpose: The transition from a product-based to a service-based economy is well recognized. In this context, service innovation (SI) has gained momentum among scholars. Despite that, a significant challenge associated with the shift from product-centeredness to a service orientation is structuring the knowledge management (KM) process for companies to remain competitive. This study sought to identify theoretical roots, research trajectories, and themes to propose future avenues in this field. Originality/value: Empirically, this study presents elements for SI and KM by conceptualizing, validating, and discussing the field's integration. The study also sheds light on theoretical roots and identifies the main research themes in literature. Design/methodology/approach: A review of 144 publications was performed at the intersection between SI and KM. The study conducted two bibliometric analyses -- co-citation analysis and co-occurrence analysis -- and a qualitative one to criticize the obtained quantitative results. Findings: This research contributes to the domain's understanding in three major ways. First, theoretical roots showed that the field is characterized by two groups of references: publications in the nascent period (before 2010) and emergent period (after 2011). Second, the meta-analysis showed five pioneering studies and revealed two crucial turning points in the literature, suggesting the following research stages. Third, four distinct research themes were identified: 1. innovation management; 2. business intelligence; 3. knowledge sharing; and 4. governance. Finally, the results highlighted research topics for future groundbreaking qualitative, quantitative, and mixed-methods studies, both theoretically and empirically. [ABSTRACT FROM AUTHOR]

This study examines how shop managers' attitudes toward customers are transferred to sales employees, and thus affect customer performance. We surveyed shop managers, sales employees, and customers in five department stores in Seoul, South Korea, in June 2021 to determine the relationships among service orientation, customer orientation, customers' perceptions of sales employees' authenticity, and customer performance. We found that sales managers' service orientation positively influences sales employees' service and customer orientation. Furthermore, this orientation positively correlates with customers' perceptions of sales employees' authenticity, thereby improving service performance and customer loyalty. Few studies have examined how institutional-level capacity and attitudes influence employees within organizations and how this, in turn, affects service performance. Thus, this study theoretically and empirically explores how sales managers' attitudes and sales behaviors are transferred to sales employees and how this affects customer performance. The research findings fill a gap in the current understanding of customer performance in the service industry. [ABSTRACT FROM AUTHOR]

This article aims at differentiating service orientation as a service-dominant (S-D) concept from service orientation related to goods-dominant (G-D) logic. Grounded in the foundational premises of S-D logic, we argue that discussions about value cocreation with beneficiaries are lagging on service orientation studies applied to innovation. We propose a theoretical framework that explains how service and product innovation can be developed in service-oriented firms. We shed light on a neglected topic of S-D studies by explaining how product innovation can foster service innovation. The proposed framework contributes to the extant literature on service-dominant logic and innovation management. [ABSTRACT FROM AUTHOR]

The current study examines the conceptual foundations and drivers of relationship marketing ideologies and their marketing applications in the tertiary education sector. Towards these objectives, a series of semi-structured interviews have been conducted among students of leading tertiary education institutions in New Zealand. Results of the study suggest that education providers’ (EPs) service-oriented behaviours, trust, commitment and their infrastructure enhance student satisfaction and loyalty in tertiary educational institutions. The study suggests that higher education providers (HEPs) should commit themselves to customer-centric service-oriented tactics and actions, and must earn customers’ trust and build loyalty from their marketing practices. Based on the research findings, a conceptual model of relationship marketing in higher education is proposed. The current study contributes to marketing theory by reviewing and summarizing the key drivers of relationship marketing and discussing their applications in the formal tertiary education sector. The study also provides suggestions to tertiary education marketers in terms of priorities for developing and maintaining profitable customer relationships in this changing world and offers an agenda for future research. [ABSTRACT FROM AUTHOR]

This article offers a systematic review of research trends and methodology, with a focus on the state and order of knowledge regarding service orientation in hospitality and tourism research. A search algorithm was created through Web of Science and Scopus using search words related to service orientation and criteria regarding hospitality and tourism, yielding 154 articles. Duplicates and articles that did not focus on hospitality and tourism or did not have service orientation as their focus were removed, leaving 50 articles that were reviewed thoroughly and are the bases of the results. The review's main findings are that discussion of service orientation seems to be selective in categorizations and bound mostly to employee hospitableness, therefore leaving out organizational culture, strategy, and process. There is, however, evidence in recent literature that scholars are taking a more holistic view of the phenomena. Most articles contribute to knowledge-building through the third order of knowledge, leaving little room to define concepts or gather mutual understandings through empirical data. Based on our findings, we recommend conscious and continuous building of tools and methods that will contribute to a more in-depth and holistic understanding and measurement of service orientation in hospitality and tourism. [ABSTRACT FROM AUTHOR]

Copyright of Hacettepe University Journal of Economics & Administrative Sciences / Hacettepe Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi is the property of Hacettepe University, Faculty of Economic & Administrative Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

RESUMO Objetivo: A transição de uma economia baseada em produtos para uma economia baseada em serviços é bem reconhecida. Nesse contexto, a inovação em serviços (IS) ganhou força por parte dos estudiosos. Além disso, um grande desafio associado à mudança da centralização no produto para uma orientação a serviços é a estruturação do processo de gestão do conhecimento (GC) para que as empresas se mantenham competitivas. Este estudo buscou identificar raízes teóricas, trajetórias de pesquisa e temas para propor caminhos futuros neste campo. Originalidade/valor: Empiricamente, o estudo apresenta elementos sobre IS e GC ao conceituar, validar e discutir a integração do campo. O estudo também lança luzes sobre as raízes teóricas e identifica os principais temas de pesquisa na literatura. Design/metodologia/abordagem: Esta pesquisa revisou 144 publicações na intersecção entre IS e GC, bem como realizou duas análises bibliométricas – análise de cocitação e análise de coocorrência – e uma revisão qualitativa para criticar os resultados quantitativos obtidos. Resultados: Esta pesquisa contribui para a compreensão do domínio de três maneiras principais. Em primeiro lugar, as raízes teóricas mostraram que o campo é caracterizado por dois grupos de referências citadas: publicações no período nascente (antes de 2010) e no período emergente (após 2011). Em segundo lugar, a metanálise mostrou cinco estudos pioneiros e revelou dois importantes pontos de virada na literatura, sugerindo as próximas etapas de pesquisa. Em terceiro lugar, foram identificados quatro temas de pesquisa distintos: 1. gestão da inovação (innovation management); 2. inteligência de negócios (business intelligence); 3. compartilhamento de conhecimento (knowledge sharing); e 4. governança (governance). Finalmente, os resultados destacaram temas de pesquisa para futuros estudos revolucionários de métodos qualitativos, quantitativos e mistos, tanto de forma teórica quanto empírica. / ABSTRACT Purpose: The transition from a product-based to a service-based economy is well recognized. In this context, service innovation (SI) has gained momentum among scholars. Despite that, a significant challenge associated with the shift from product-centeredness to a service orientation is structuring the knowledge management (KM) process for companies to remain competitive. This study sought to identify theoretical roots, research trajectories, and themes to propose future avenues in this field. Originality/value: Empirically, this study presents elements for SI and KM by conceptualizing, validating, and discussing the field’s integration. The study also sheds light on theoretical roots and identifies the main research themes in literature. Design/methodology/approach: A review of 144 publications was performed at the intersection between SI and KM. The study conducted two bibliometric analyses – co-citation analysis and co-occurrence analysis – and a qualitative one to criticize the obtained quantitative results. Findings: This research contributes to the domain’s understanding in three major ways. First, theoretical roots showed that the field is characterized by two groups of references: publications in the nascent period (before 2010) and emergent period (after 2011). Second, the metaanalysis showed five pioneering studies and revealed two crucial turning points in the literature, suggesting the following research stages. Third, four distinct research themes were identified: 1. innovation management; 2. business intelligence; 3. knowledge sharing; and 4. governance. Finally, the results highlighted research topics for future groundbreaking qualitative, quantitative, and mixed-methods studies, both theoretically and empirically. /

Copyright of Journal of University Research / Üniversite Araştırmaları Dergisi is the property of Journal of University Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Social media provides an infrastructure where users can share their data at an unprecedented speed without worrying about storage and processing. Social media data has grown exponentially and now there is major interest in extracting any useful information from the social media data to apply in various domains. Currently, there are various tools available to analyze the large amounts of social media data. However, these tools do not consider the diversity of the social media data, and treat social media as a uniform data source with similar features. Thus, these tools lack the flexibility to dynamically process and analyze the social media data according to its diverse features. In this paper, we develop a 'Big Social Data as a Service' (BSDaaS) composition framework that extracts the data from various social media platforms, and transforms it into useful information. The framework provides a quality model to capture the dynamic features of social media data. In addition, our framework dynamically assesses the quality features of the social media data and composes appropriate services required for various information analyses. We present a social media based sentiment analysis system as a motivating scenario and conduct experiments using real-world datasets to show the efficiency of our approach. [ABSTRACT FROM AUTHOR]

This paper examines the change management process throughout the servitization strategy. Evidence was collected through 41 semi-structured interviews from four case studies. The study finds that synergistic interaction between product and service systems will create greater customer value when following the servitization strategy. This paper complements extant research on change management in servitization by proposing apparent change as a relaxed strategy to allow for changes following servitization with delicate alignment with existing organizational values and culture. The paper provides theoretical and managerial implications that draw on a balanced focus on both product and service instead of evolutionary or revolutionary strategies toward service. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this study is to validate and refine, as appropriate, the Service Orientation Scale in the unique context of the Canadian lodging sector, while exploring demographic differences expressed by respondents. Design – The study is based on Groves’ 34-item service orientation scale developed for the hospitality industry. Online self-administration questionnaires were completed by 348 hospitality employees. Methodology/Approach – Confirmatory factor analysis revealed extensive loading issues in Groves’ three-factor model, while also surfacing problems with item inclusion in the four-factor model presented by Kim et al. (2003). Subsequent exploratory factor analysis led to the creation of an improved 22-item service orientation scale (SOS-22). Findings – This research significantly refines the multidimensional employee service orientation scale into a scale that balances the detail of the dimensions with the parsimony of the scale design. The richness of the construct is maintained as the measures span four dimensions: organizational support, service under pressure, customer orientation, and customer relations. As recruiting and retaining employees in the hospitality industry remains a major challenge, the SOS -22 model can be used to improve employee-organization fit at the recruitment stage and help organizations find talent that will improve the customer experience and achieve organizational goals. Originality of the research – The paper demonstrates improved modelling of the service orientation scale (SOS-22) over past iterations that struggles with replication with results both valid and reliable. This research uncovers novel results in the lodging sector of the hospitality industry, while surfacing demographics differences in service orientation, both by gender and job level, missing from earlier studies. [ABSTRACT FROM AUTHOR]

The current economic and technological conditions make human resources in Indonesia have to compete with other humans or with robots (Artificial Intelligence). This study examines human resources who work or struggle in financial services. Referring to previous research, there are three essential variables in analyzing the role of HR in financial service companies, namely financial literacy, service orientation, and job satisfaction. that chose job satisfaction because some literature shows that if employees of a company are satisfied with their work, it will affect customer satisfaction. Who chose service orientation because HR in a service company must have a service orientation (service) to satisfy customers. The last variable is economic literacy because the company's performance will depend on the knowledge capabilities of its human resources, especially in economics. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Aksaray University Faculty of Economics & Administrative Sciences / Aksaray Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi is the property of Aksaray University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The service quality in hotels can be seen first from the front-office that interacts directly with customers, here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orientation, it can be seen from the feelings shown by employees and can increase self-recognition and self-esteem. This research aims to determine the influence of demographic characteristics and psychological empowerment towards service orientation in the hospitality industry. This research was conducted at several three-star hotels in Yogyakarta. This research used multiple regression analysis, partial t test, coefficient of determination and beta standardized coefficient to analyse the data. Furthermore, the results of this research are gender, age, education level and competency certification have a positive and significant influence on service orientation. Meanwhile, tenure has a negative and insignificant influence and marital status has a positive and insignificant influence on service orientation. The last, psychological empowerment has a positive and significant influence on service orientation.

Customers share their service experiences on social media. However, prior research has not investigated the role of customers’ traits on their complaining behaviour. This study focuses on a hospitality setting to explore relationships among customers’ interpersonal competencies, internet addiction, service orientation, and their online complaining behaviours. The findings identify differences based on customers’ service orientation. Customers’ internet addiction, interpersonal competencies, and an escalating service failure continuum do not influence complaining behaviours when their service orientation is low; however, these factors influence complaining behaviours when their service orientation is high. Results also show differences in complaining behaviours when exposed to technical service failures versus functional service failures. The findings highlight the importance of service orientation as a tool for hospitality organisations to achieve higher service performance and even competitive advantage.

In a time of fierce competition in the tourist services market, it is very important to pay attention to businesses’ service orientation towards end users. Service orientation can be considered as a competitive advantage on the demanding tourism market. In this study, the relationship between service orientation, job satisfaction and empowerment among the employees of Serbian travel agencies is examined. A survey was conducted through an online questionnaire. The survey included a total of 94 respondents. The study is aimed at investigating the connection between employee service orientation, job satisfaction and empowerment. The paper also investigates whether there are significant differences between the measured variables among the employees with and without tourism education. The results showed that job satisfaction had a significant impact on service orientation. The impact of empowerment on service orientation proved to be a less significant statistical variable. According to the research study, job satisfaction occurs as a mediator between empowerment and service orientation. Also, there is no statistically significant relationship between the measured variables and tourism-related education.

The purpose of this study is to examine the effects of women's glass ceiling perception on work engagement and service-orientated behavior. This study assessed the level of a glass ceiling perception among the female upscale hotel employees and how it affects their work engagement and service-oriented behavior. Data were collected from 214 employees of upscale hotels in Seoul, South Korea and used for data analysis. The study found that the glass ceiling perception was negatively related to work engagement and service orientation. [ABSTRACT FROM AUTHOR]