Examining the impact of market orientation on service quality in shipping companies: the role of risk propensity

IF 3.4 Q2 MANAGEMENT

International Journal of Quality and Service Sciences Pub Date : 2021-01-19 DOI:10.1108/IJQSS-01-2020-0012

A. Pantouvakis, Maria Karakasnaki

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引用次数: 4

Abstract

Purpose The purpose of this study is to investigate the relationship between market orientation and service quality in the context of shipping companies. Moreover, this study aims to explore the moderating role of risk propensity in the above-mentioned relationship. Design/methodology/approach A research study was carried out on a sample of 255 shipping companies located in Greece. Data were obtained through a structured questionnaire from the managing directors or other senior executives. Data were analyzed through exploratory and confirmatory factor analyses, while the hypothesized relationships were determined through regression analyzes. Findings The analysis of the empirical data shows that intelligence generation and responsiveness have a positive and significant impact on the service quality of shipping companies. Also, the findings showed that this relationship is influenced by the degree of risk propensity, revealing, thus its moderating role on the market orientation – service quality link. Originality/value The current study contributes to the literature by examining for the first time the moderating role of risk propensity in the relationship between market orientation and service quality. Additionally, this is the first study that attempts to investigate the way the dimensions of market orientation predict service quality in the context of shipping companies.

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考察市场导向对航运公司服务质量的影响：风险倾向的作用

目的本研究旨在探讨航运公司市场导向与服务品质的关系。此外，本研究旨在探讨风险倾向在上述关系中的调节作用。设计/方法/方法对位于希腊的255家航运公司的样本进行了一项研究。数据是通过董事总经理或其他高级管理人员的结构化问卷获得的。通过探索性和验证性因素分析对数据进行分析，通过回归分析确定假设关系。实证数据分析表明，智能生成和响应性对航运公司服务质量具有显著的正向影响。同时，风险倾向程度也会影响风险倾向与服务质量之间的关系，从而揭示了风险倾向对市场导向与服务质量之间的调节作用。本研究通过首次检验风险倾向在市场导向与服务质量关系中的调节作用，对文献做出了贡献。此外，这是第一个研究，试图调查市场导向的维度预测航运公司的服务质量的方式。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Quality and Service Sciences MANAGEMENT-

CiteScore

6.00

自引率

7.70%

发文量

期刊介绍： The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.