THE MEDIATING ROLE OF THE CUSTOMER VALUE IN THE IMPACT OF BUSINESS PERFORMANCE ON INNOVATION CAPABILITY: A CASE STUDY ON FIVE STAR HOTELS

Abstract

Author(s): ?brahim ├çET?NT├ťRK Orhan ADIG├ťZEL Cengiz DEM?R

The objective of the study is to demostrate the attitudes of the managers in the five star hotels in Turkey towards the innovative capability and customer value of their organizations. In the model of the research, independent variables like innovative capability (service innovation, process innovation, managerial innovation), costumer value and a dependent valuable business performance (financial performance and nonfinancial performance) were given. The moderate role between variables such as innovative capability and business performance was tested depending upon Baron and Kenny’s model (1986). The population of the research consists of hotel managers in five star hotels in Turkey. In each hotels, face to face interview was done with just one manager, and the questionnaire was conducted to obtain the data.

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