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The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry

2019Journal article Restricted access
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dc.contributor.authorSampaio, Carlos
dc.contributor.authorHernández Mogollón, José
dc.contributor.authorRodrigues, Ricardo
dc.date.accessioned2019-04-10T10:01:24Z
dc.date.available2019-04-10T10:01:24Z
dc.date.issued2019
dc.description.abstractThis study explores the nature of the relationship between market orientation and business performance and the mediating role of customer loyalty in this relationship. Empirical analysis was based on a sample from the Western European hotel industry. Research results indicate that market orientation has a positive direct effect on business performance and that the effects of market orientation on business performance are mediated through customer loyalty. Market orientation produces a positive effect on customer loyalty, which in turn has a positive effect on business performance, showing that market orientation has a significant and positive indirect effect on business performance. These findings suggest potential major implications for the hotel industry. For example, by developing a market-oriented organization, hotels could produce positive effects on customer loyalty and consequently on their business performance.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationSampaio, C. A. F., Hernández Mogollón, J. M., & Rodrigues, R. J. A. G. (2019). The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research. https://doi.org/10.1177/1467358419829179pt_PT
dc.identifier.doi10.1177/1467358419829179pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.11/6451
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisher1pt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/pt_PT
dc.subjectHospitality industrypt_PT
dc.subjectCustomer loyaltypt_PT
dc.subjectBusiness performancept_PT
dc.subjectMarket orientationpt_PT
dc.subjectHotelspt_PT
dc.titleThe relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industrypt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.startPage21pt_PT
oaire.citation.titleTourism and Hospitality Researchpt_PT
person.familyNameSampaio
person.givenNameCarlos
person.identifier.ciencia-idE61E-4CFD-7E81
person.identifier.orcid0000-0002-5249-7798
person.identifier.ridD-7432-2015
person.identifier.scopus-author-id57202496820
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication38f5e4dd-f6d7-4844-bdc0-f98a5cd9cf4a
relation.isAuthorOfPublication.latestForDiscovery38f5e4dd-f6d7-4844-bdc0-f98a5cd9cf4a

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