Accountability via social and financial performance of the hospitality sector: the role of market orientation

• Published in: Society and Business Review
• Main Author: Kazemian S.; Djajadikerta H.G.; Mat Roni S.; Trireksani T.; Mohd-Sanusi Z.
• Format: Article
• Language: English
• Published: Emerald Group Holdings Ltd. 2020
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85112090556&doi=10.1108%2fSBR-04-2020-0061&partnerID=40&md5=64b84aa6eb4bc4562e4eda330cfacb9d

Purpose: This study aims to examine the three dimensions of market orientation, namely, customer orientation, competitor orientation and inter-function coordination, which influence the accountability in the financial and social performance of tourism operators in large touristic cities. Design/methodology/approach: In total, 95 usable questionnaires as the required data were collected from the top managers of four- and five-star hotels in Iran. Findings: Partial least squares (PLS) results confirm that customer orientation and inter-function coordination influence both the financial and social performance of the hospitality sector yet reveal that competitor orientation has no significant relationship with social performance. Research limitations/implications: These findings not only highlight the compatibility of PLS with various forms of statistical analyzes but also furthers the current understanding of hospitality networks in megacity economies, where literature are scarce. Practical implications: The findings of this study can help policymakers, tourism associations and practitioners enhance the accountability and sustainable financial and social performance of the hospitality industry in megacities. This study proposes some unique measurements for the social and financial performance of the hospitality sectors. Originality/value: The paper states some new measurements for the social performance of the hospitality sectors. In addition, measuring the impacts of market orientation on the financial and social aspects of hotels is totally unique. © 2020, Soheil Kazemian, Hadrian Geri Djajadikerta, Saiydi Mat Roni, Terri Trireksani and Zuraidah Mohd-Sanusi.