Relationship Management, Competitive Advantage and Performance of Hotels
A Resource-Based View
Bibliographic Data
| ID | 21737583 |
|---|---|
| Authors | Daniel Ofori (0000-0002-7546-6716, University of Cape Coast, corresponding author), Christina Appiah-Nimo (0000-0001-5597-3553, Tomas Bata University in Zlin) |
| Year | 2022 |
| Volume | 23 |
| Issue | 3 |
| Pages | 712-730 |
| Publication date | 2022-07-03 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of African Business (JOURNAL) |
| Journal identifiers | ISSN: 1522-8916 • E-ISSN: 1522-9076 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/15228916.2021.1924573 |
| OpenAlex | W3161784512 |
| Language | EN |
| Citations received | 3 |
| References cited | 70 |
The competitiveness and growth of the hotel industry have propelled a lot of interest by researchers. Premised on the resource-based view, dynamic capability and competitive advantage theories, this paper investigated the effect of managing supplier and customer relationships on the competitive advantage and performance of hotels. Questionnaires were distributed to managers of one-star rated hotels in the Central and Western regions, and data was analyzed with partial least squares structural equation modeling (PLS-SEM). Analysis of the hypothesized relationships revealed that management of customer relationships had a significant and positive effect on competitive advantage; however, supplier relationship management did not. Again, both supplier relationship management and customer relationship management had no direct effect on the operational performance of hotels. Further, the study confirmed that competitive advantage influences the operational performance of hotels. A mediation test through the bootstrapping procedure revealed that competitive advantage fully mediates customer relationship management and operational performance relationship. The study contributes to the resource-based view and competitive advantage literature and draws implications for practice by hotel managers. It is recommended that the management of hotels maintain a balanced relationship with customers and suppliers
Business · Competitive advantage · Customer Relationship Management · Industrial organization · Knowledge management · Mediation · Partial least squares regression · Resource-Based View · Structural equation modeling · Computer Science · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Marketing
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Goodness-of-fit indices for partial least squares path modeling
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The Capabilities of Market-Driven Organizations
Formative Versus Reflective Indicators in Organizational Measure Development
PLS-Sem
Firm resources and sustained competitive advantage
The Commitment-Trust Theory of Relationship Marketing
A new criterion for assessing discriminant validity in variance-based structural equation modeling
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Fashioning a destination tourism future
Interorganizational cooperation in tourist destination
Designing and Conducting Mixed Methods Research
| Unique citing works | 3 |
|---|---|
| Citations per year | 3 |
| Citation span | 2025 - 2025 (1) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 3 |