The growing weight of service sector in the economy leads to increasing attention to the management of services. Subsequently, there is a need for skilled professionals and adequate management practices which will correspond with diversity of global service market. This study was conducted with the aim to contribute to existing knowledge about service supply chain, through systematic examination of service literature and empirical research in the hospitality industry. Based on the conducted literature review a conceptual framework was developed, which was used for defining research questions. Research questions are focused on understanding how do service organizations interact with their suppliers, what are the main factors influencing relationship with suppliers, how does customer relationship management influences interaction with other actors in service supply chain, and, finally, what are the key challenges that service organizations encounter in aligning expectations through service supply chain. Case study method was selected for the investigation of the research questions. Managers of four luxury hotels were interviewed, considering that the hotels have to interact with numerous actors in order to integrate different services in their final service offer. Individual cases are described and cross-cases analysis is performed in order to examine management practices in different contexts. The customer centricity and commitment to maximization of the customer satisfaction is observed in all the examined service organizations. It is emphasized the importance of continuous interaction and alignment of the expectations between the actors involved in provision of the service to the customers. Investigated service organizations manage direct interactions with suppliers and customers, but it is also of high importance to control the interactions that occur between their suppliers and customers, which can be observed in service triads. For achieving high levels of interaction and strengthening relationships with suppliers and customers, the main prerequisites are trust and communication. Timely information sharing is crucial for successful service provision. The main findings from this research provide theoretical and managerial implications which can be used as a direction for future research and improvement of managerial practices in hospitality industry.
L’importanza crescente del settore dei servizi nell’economia porta una maggiore attenzione in questo settore. Di conseguenza, sorge il bisogno di professionisti specializzati e di strategie di gestione adeguate che siano allineate con le diversità del mercato globale dei servizi. Questo studio è stato condotto con lo scopo di contribuire alle attuali conoscenze nel settore della service supply chain, attraverso un’analisi sistematica della letteratura e ricerche empiriche nell’industria alberghiera. Basandosi sulla letteratura esaminata un conceptual framework è stato svilluppato e a sua volta utilizzato per la definizione delle domande di ricerca. Le domande di ricerca sono focalizzate nel comprendere come le organizazzioni di servizi interagiscono con i fornitori, quali sono i fattori fondamentali che influenzano le relazioni con questi, come il customer relationship management influenza le interazioni con gli altri attori della service supply chain, e per ultimo, quali sono le sfide principali che le organizzazioni di servizi incontrano cercando di allineare le aspettative attraverso l’intera service supply chain. Per esaminare le domande di ricerca è stato scelto il metodo del caso studio. I manager di quattro hotel di lusso sono stati intervistati, visto che i hotel devono interagire con numerose entità e integrare numerosi servizi nella loro offerta finale. Casi individuali e cross case analysis sono state effettuati a fine di esaminare pratiche manageriali in contesti diversi. La centralità dei client e l’impegno a massimizzare la soddisfazione sono fattori risconrati in tutte le organizzazioni prese in considerazione. Viene enfatizzata l’importanza de l’interazione continua e l'allineamento delle aspettative tra i soggetti coinvolti nella elargizione dei servizi ai client. Le organizzazioni analizzate gestiscono direttamente le relazioni tra i fornitori ed i client ma anche grande importanza viene dedicata all’interazione tra i loro fornitori ed i client, che può essere osservata nei service triads. Per giungere alti livelli di interazzione e rafforzare le relazioni con i fornitori ed i client, i prerequisite principali sono la fiducia e la comunicazione. Lo scambio di informazioni nel giusto tempo è anche cruciale per fornire servizzi di successo. Le principali scoperte di questa ricerca forniscono nozzioni teoriche e gestionali che possono essere usate come spunto per successive ricerche e contribuire al miglioramento alle pratiche manageriali nel settore alberghiero.
An exploration of service triads and service supply chain interactions in hospitality industry
VOINOVIC, TIJANA
2017/2018
Abstract
The growing weight of service sector in the economy leads to increasing attention to the management of services. Subsequently, there is a need for skilled professionals and adequate management practices which will correspond with diversity of global service market. This study was conducted with the aim to contribute to existing knowledge about service supply chain, through systematic examination of service literature and empirical research in the hospitality industry. Based on the conducted literature review a conceptual framework was developed, which was used for defining research questions. Research questions are focused on understanding how do service organizations interact with their suppliers, what are the main factors influencing relationship with suppliers, how does customer relationship management influences interaction with other actors in service supply chain, and, finally, what are the key challenges that service organizations encounter in aligning expectations through service supply chain. Case study method was selected for the investigation of the research questions. Managers of four luxury hotels were interviewed, considering that the hotels have to interact with numerous actors in order to integrate different services in their final service offer. Individual cases are described and cross-cases analysis is performed in order to examine management practices in different contexts. The customer centricity and commitment to maximization of the customer satisfaction is observed in all the examined service organizations. It is emphasized the importance of continuous interaction and alignment of the expectations between the actors involved in provision of the service to the customers. Investigated service organizations manage direct interactions with suppliers and customers, but it is also of high importance to control the interactions that occur between their suppliers and customers, which can be observed in service triads. For achieving high levels of interaction and strengthening relationships with suppliers and customers, the main prerequisites are trust and communication. Timely information sharing is crucial for successful service provision. The main findings from this research provide theoretical and managerial implications which can be used as a direction for future research and improvement of managerial practices in hospitality industry.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/139490