The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building
Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn t...
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doaj-3f071f6d625d4a5590e5f7aba7cc2b2c2021-04-06T23:03:56ZengMDPI AGSustainability2071-10502021-04-01134066406610.3390/su13074066The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship BuildingRomina Cheraghalizadeh0Hossein Olya1Mustafa Tumer2Department of Business Administration, Eastern Mediterranean University, Famagusta 99628, North Cyprus, TurkeyResearch Development for Marketing & CCI, Sheffield University Management School, Sheffield S10 1FL, UKDepartment of Business Administration, Eastern Mediterranean University, Famagusta 99628, North Cyprus, TurkeyUsing a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis was applied to assess the mediation and moderation effects. The results revealed that organizational capabilities enhance customer relationship building and competitive advantage. Market dynamism as an external factor moderates the relationship between organizational capabilities and customer relationship building. There is also an indirect association between organizational capabilities and competitive advantage through the mediation of customer relationship building. The theoretical and practical implications of the findings are discussed.https://www.mdpi.com/2071-1050/13/7/4066competitive advantagecustomer relationship buildingorganizational capabilitiesmarket dynamismhotel |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Romina Cheraghalizadeh Hossein Olya Mustafa Tumer |
spellingShingle |
Romina Cheraghalizadeh Hossein Olya Mustafa Tumer The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building Sustainability competitive advantage customer relationship building organizational capabilities market dynamism hotel |
author_facet |
Romina Cheraghalizadeh Hossein Olya Mustafa Tumer |
author_sort |
Romina Cheraghalizadeh |
title |
The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building |
title_short |
The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building |
title_full |
The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building |
title_fullStr |
The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building |
title_full_unstemmed |
The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building |
title_sort |
effects of external and internal factors on competitive advantage—moderation of market dynamism and mediation of customer relationship building |
publisher |
MDPI AG |
series |
Sustainability |
issn |
2071-1050 |
publishDate |
2021-04-01 |
description |
Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis was applied to assess the mediation and moderation effects. The results revealed that organizational capabilities enhance customer relationship building and competitive advantage. Market dynamism as an external factor moderates the relationship between organizational capabilities and customer relationship building. There is also an indirect association between organizational capabilities and competitive advantage through the mediation of customer relationship building. The theoretical and practical implications of the findings are discussed. |
topic |
competitive advantage customer relationship building organizational capabilities market dynamism hotel |
url |
https://www.mdpi.com/2071-1050/13/7/4066 |
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