The Relationship between Strategic Orientation, Service Innovation, and Performance in Hotels in Angola

Gerdina Handa Serafim and Jose Cristóvao Veríssimo
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Gerdina Handa Serafim: ISEG—Lisbon School of Economics & Management, Universidade de Lisboa, 1200-781 Lisbon, Portugal

Sustainability, 2021, vol. 13, issue 11, 1-14

Abstract: This paper aims to investigate the impacts of customer orientation, competitor orientation, learning orientation, technology orientation, and entrepreneurial orientation on hotel innovation and performance. Data from 69 hotels in four Angolan provinces were analyzed using the partial least squares (PLS) approach and multi group analysis. The results show that learning and entrepreneurial orientations have a positive impact on hotel innovation. As anticipated, innovation has a positive impact on performance. According to the multigroup analysis, only the hotel category has a moderating effect on performance. Results suggest that hotels in developing countries could add value to both customers and shareholders by promoting new services and exploring new business opportunities. To the best of our knowledge, this is one of the few studies that has researched the impact of strategic orientation on hotel innovation and financial performance in developing countries.

Keywords: service innovation; customer orientation; competitor orientation; learning orientation; technological orientation; entrepreneurship orientation; hospitality (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
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