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dc.contributor.authorHerington, Carmelen_US
dc.contributor.authorWeaven, Scotten_US
dc.date.accessioned2017-05-03T12:52:59Z
dc.date.available2017-05-03T12:52:59Z
dc.date.issued2009en_US
dc.date.modified2010-08-03T09:03:31Z
dc.identifier.issn19368623en_US
dc.identifier.doi10.1080/19368620903170232en_AU
dc.identifier.urihttp://hdl.handle.net/10072/30274
dc.description.abstractThe objective of the research underlying this article is to investigate the moderating effect of perceived organizational support (POS) between market orientation and the perceived ability of frontline employees to adequately serve customers. The ability to serve customers is paramount for frontline service staff in the travel industry and this is the first investigation into the impact that a market orientation has on this ability, and the first to examine the relationship between market orientation and POS. An online self-complete survey was used to collect data from 504 frontline travel consultants. Results indicate that a market orientation is important for enabling employees to better service customers and that this relationship is moderated by POS. Therefore, it is recommended that travel firms consider developing a market orientation and demonstrate a commitment to promoting employee development and well-being. Should employees not perceive that their contributions are valued, they may not feel sufficiently equipped to assist in the provision of quality service delivery outcomes to customers and may be less likely to exhibit ongoing loyalty to the firm.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherRoutledgeen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom692en_US
dc.relation.ispartofpageto717en_US
dc.relation.ispartofissue7en_US
dc.relation.ispartofjournalJournal of Hospitality Marketing & Managementen_US
dc.relation.ispartofvolume18en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchTourism Marketingen_US
dc.subject.fieldofresearchcode150604en_US
dc.titleImplementing the marketing concept in travel organizations: The important moderating influence of perceived organizational supporten_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Marketingen_US
gro.date.issued2009
gro.hasfulltextNo Full Text


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