hrcak mascot   Srce   HID

Izvorni znanstveni članak
https://doi.org/10.37741/t.68.1.6

Customer agility and firm performance in the tourism industry

Vu Minh Ngo   ORCID icon orcid.org/0000-0002-0997-4720 ; Van Lang University, Faculty of Business Administration, Ho Chi Minh City, Vietnam
Hieu Minh Vu   ORCID icon orcid.org/0000-0001-9525-2013 ; Van Lang University, Faculty of Business Administration, Ho Chi Minh City, Vietnam

Puni tekst: engleski, pdf (150 KB) str. 68-82 preuzimanja: 76* citiraj
APA 6th Edition
Ngo, V.M. i Vu, H.M. (2020). Customer agility and firm performance in the tourism industry. Tourism: An International Interdisciplinary Journal, 68 (1), 68-82. https://doi.org/10.37741/t.68.1.6
MLA 8th Edition
Ngo, Vu Minh i Hieu Minh Vu. "Customer agility and firm performance in the tourism industry." Tourism: An International Interdisciplinary Journal, vol. 68, br. 1, 2020, str. 68-82. https://doi.org/10.37741/t.68.1.6. Citirano 10.07.2020.
Chicago 17th Edition
Ngo, Vu Minh i Hieu Minh Vu. "Customer agility and firm performance in the tourism industry." Tourism: An International Interdisciplinary Journal 68, br. 1 (2020): 68-82. https://doi.org/10.37741/t.68.1.6
Harvard
Ngo, V.M., i Vu, H.M. (2020). 'Customer agility and firm performance in the tourism industry', Tourism: An International Interdisciplinary Journal, 68(1), str. 68-82. https://doi.org/10.37741/t.68.1.6
Vancouver
Ngo VM, Vu HM. Customer agility and firm performance in the tourism industry. Tourism: An International Interdisciplinary Journal [Internet]. 2020 [pristupljeno 10.07.2020.];68(1):68-82. https://doi.org/10.37741/t.68.1.6
IEEE
V.M. Ngo i H.M. Vu, "Customer agility and firm performance in the tourism industry", Tourism: An International Interdisciplinary Journal, vol.68, br. 1, str. 68-82, 2020. [Online]. https://doi.org/10.37741/t.68.1.6

Sažetak
The growing importance of agility in any business process is universally accepted and extensively investigated in different disciplines. However, lacking empirical pieces of evidence for the suggested theoretical framework of agility
hinders its application in the practices. Thus, this study attempts to address this issue by empirically testing a framework of customer agility’s antecedents and consequences using the tourism industry context. The framework is tested on data collected from 231 Small and Medium Enterprises (SMEs) in the tourism industry in Vietnam and analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings suggest that not all attributes of customer agility exert positive impacts on the firm’s performance and human factors are posited as the most important antecedents for organizational agility. A number of practical implications are also suggested from the research findings.

Ključne riječi
customer agility; customer orientation; firms’ performance; knowledge management; IT capabilities; tourism industry; Vietnam

Hrčak ID: 236231

URI
https://hrcak.srce.hr/236231

Posjeta: 161 *