Role of Innovation In Creating Customer Value In Hotel Establishments: A Study On MAanagers

Yıl 2012, Cilt: 17 Sayı: 2, 437 - 449, 01.06.2012

  Yrd.doç.dr.selahattin Kanten Arş.gör.murat Yaşlıoğlu

Öz

Anahtar Kelimeler

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KONAKLAMA İŞLETMELERİNDE MÜŞTERİ DEĞERİNİN OLUŞUMUNDA YENİLİĞİN ROLÜ: YÖNETİCİLER ÜZERİNE BİR ARAŞTIRMA

Öz

Çalışmanın amacı, konaklama işletmelerinde hizmetlere, süreçlere ve yönetimsel uygulamalara ilişkin yeniliklerin müşteri değeri oluşumundaki rolünü incelemektir. Literatürdeki son çalışmalarda, yeniliğin müşteri değerini etkileyen unsurlardan birisi olduğu ileri sürülmektedir. Bununla beraber, müşteri değeri ve yenilik arasındaki ilişkiye odaklanan az sayıda çalışma bulunmaktadır. Araştırma, Türkiye’de konaklama işletmelerinde çalışmakta olan 199 yöneticiye uygulanmıştır. Bu doğrultuda, konaklama işletmelerindeki yöneticilerden elde edilen verilere uygulanan istatistiksel analizler sonucunda; değişkenler arasında anlamlı ilişkilerin bulunduğu kabul edilmiştir. Buna göre, hizmetlere ve süreçlere ilişkin yenilikler müşteri değerini olumlu olarak etkilemektedir.

Anahtar Kelimeler

Müşteri değeri, Süreç Yeniliği, Hizmet Yeniliği, Yönetimsel Yenilik, Konaklama İşletmeleri

Kaynakça

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