The scale development of organizational culture on customer delight

Abstract

Purpose The purpose of this study is to develop and validate a hospitality cultural scale for measuring the effect of organizational culture on customer delight (OCCD). Design/methodology/approach A literature review and focus group discussion were conducted to generate an initial item pool. Subsequently, three individual samples of hotel employees were identified to develop and validate the OCCD scale. Exploratory factor analysis was conducted for item purification and factor extraction, and confirmatory factor analysis verified the factor structure of the OCCD construct. Finally, several validity tests were examined to further support the OCCD construct. Findings The results of the analyses indicated that the OCCD construct contains eight factors: the customer delight service control system, expected competencies for customer delight, shared values for customer delight, employee empowerment for customer delight, expected norms for customer delight, superior service environment, customer delight competency development and customer delight service scripting. These factors reflect theories of cultural layers. Practical implications The developed OCCD scale can provide hospitality managers a self-evaluation and diagnostic instrument to enable their cultural improvement. In addition, OCCD scale can garner employee consensus and further facilitate the effectiveness of human resources management. Originality/value This study developed an organizational cultural scale to explore the importance of customer delight in the hospitality industry. It expanded academically the current knowledge of organizational culture and customer delight.

A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality

“…Over the years, the shape of the curve of KeyWord Plus accumulated growth shows performance influence, followed by keywords related to antecedents, perceptions, service climate, and job satisfaction (Figure 10). These data results confirm recent scientific production, such as culture as an antecedent of service climate [61], job satisfaction, and organizational commitment [84], and service climate and empowerment for customer service quality [85].…”

“…At least, culture is an antecedent of the service climate. The results showed that culture interacts with other elements, controls them, and positively impacts the service climate [61,110].…”

“…The Collaboration Index (CI) was steady, without relevant variations, and the most elevated ratio was 3.44 (2013/2015). This CI is presumably a consequence of the fact that researchers work in multidisciplinary and interdisciplinary collaboration, as hospitality and tourism comprise a number of diverse topics related to the social sciences, namely, within the scope of economic and management sciences, such as organizational culture [61], ethics [62], and leadership [44,63]. Another reason may be justified to available and more acceptable collaboration between authors from diverse origins.…”

“…Some samples from less well represented populations such as Russia [48], Iran [93], Greece [46], and Turkey [45] were found. There were two qualitative studies [94,95] and one mixed study [61]; the rest were quantitative studies, of which 48% were based on a multilevel approach. Of these, three were paired dyads [56,96,97] one was time-lagged [98], and the remainder were cross-sectional.…”

The influence of the onboard servicescape on cruisers’ experiential state, delight and memorability

“…In a follow-up study, Finn (2012) developed an analysis to distinguish customer delight from customer satisfaction and argued that customer delight results from surprising and positive levels of service performance identified by an emotion distinct from satisfaction. Only recently, this construct has been empirically validated as an antecedent of customer loyalty with a new and wider scale (Kao et al, 2020;Torres et al, 2019). For the present study, we adopted Finn's (2005) measurement scale.…”