ABSTRACT

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.

摘要

酒店业的竞争力和增长引起了研究人员的极大兴趣。本文基于资源基础观、动态能力和竞争优势理论，研究了管理供应商和客户关系对酒店竞争优势和绩效的影响。向中西部地区一星级酒店管理人员发放问卷，采用偏最小二乘结构方程模型（PLS-SEM）对数据进行分析。对假设关系的分析表明，客户关系管理对竞争优势有显着的积极影响；然而，供应商关系管理却没有。再次，供应商关系管理和客户关系管理对酒店的经营业绩没有直接影响。此外，该研究证实，竞争优势会影响酒店的运营绩效。通过引导程序进行的中介测试表明，竞争优势完全中介了客户关系管理和运营绩效关系。该研究有助于基于资源的观点和竞争优势文献，并为酒店经理的实践提供启示。建议酒店管理层与客户和供应商保持平衡的关系。通过引导程序进行的中介测试表明，竞争优势完全中介了客户关系管理和运营绩效关系。该研究有助于基于资源的观点和竞争优势文献，并为酒店经理的实践提供启示。建议酒店管理层与客户和供应商保持平衡的关系。通过引导程序进行的中介测试表明，竞争优势完全中介了客户关系管理和运营绩效关系。该研究有助于基于资源的观点和竞争优势文献，并为酒店经理的实践提供启示。建议酒店管理层与客户和供应商保持平衡的关系。