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An Exploratory Research Regarding Customer Orientation And Performance In Hospitality Industry

Author

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  • FLAVIA DANA OLTEAN

    (Petru Maior University of Targu-Mures, Romania)

Abstract

The main objective of this research is to present the importance of the customer orientation from the managerial perspective and to analyze the influence of customer orientation over the performance indicators in the hotels from Mures county (Romania ). For achieving this objective, the data have been collected by means of 42 surveys addressed to managers and owners who are active in the industry of hospitability, and the results indicated a partial confirmation of the tested hypotheses and the results from previous international research. The conclusions of the study present importance for the decisional authorities associated with hotel units which desire to achieve the satisfaction of the customers, gaining the brand loyalty and implicitly the desired economic efficiency and add to the international literature aspects referring to the industry of hospitality from Romania.

Suggested Citation

  • Flavia Dana Oltean, 2013. "An Exploratory Research Regarding Customer Orientation And Performance In Hospitality Industry," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 4, pages 77-84, August.
    • Handle: RePEc:cbu:jrnlec:y:2013:v:4:p:77-84
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    References listed on IDEAS

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    1. Kayhan Tajeddini & Myfanwy Trueman, 2008. "Effect of customer orientation and innovativeness on business performance: a study of small-sized service retailers," International Journal of Entrepreneurship and Small Business, Inderscience Enterprises Ltd, vol. 6(2), pages 280-295.
    2. Laitinen, Erkki K., 2002. "A dynamic performance measurement system: evidence from small Finnish technology companies," Scandinavian Journal of Management, Elsevier, vol. 18(1), pages 65-99, March.
    3. Tajeddini, Kayhan, 2010. "Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland," Tourism Management, Elsevier, vol. 31(2), pages 221-231.
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