Objective quality and business performance in service environments: moderating effects of entrepreneurs' knowledge and involvement

Rosa M. Hernández-Maestro and Óscar González-Benito

The Service Industries Journal, 2010, vol. 31, issue 14, 2321-2354

Abstract: This study considers two main research issues: the relationship between objective quality and business performance and the moderating role of an entrepreneur's knowledge (education and experience) and involvement (exclusiveness in professional dedication) in that relationship. A sample of 103 rural tourism entrepreneurs in Spain serves as the study setting. Results indicate the positive influence of an establishment's quality on performance. Moreover, both knowledge and involvement have direct effects on performance, but involvement influences performance to a greater extent and even reaches profits. Positive moderating effects of experience and exclusiveness also emerge, as does an unexpected negative moderating effect of education.

Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2010:i:14:p:2321-2354

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DOI: 10.1080/02642069.2010.504816

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