The effect of Proactive Personality of Managers on Service Innovation and Improvement by the mediation of Scanning Environment and Social Capital
Subject Areas : مدیریت
Masoud Simkhah
1
(Assistant Professor, Department of Management, Parand Branch, Parand Islamic Azad University, Tehran, Iran)
Elaheh Mohamadkhani
2
(M.A., Department of Business Management, Allameh Tabatabaei University, Tehran, Iran (Correspondence Officer))
Keywords: Service Innovation, Service improvement, proactive personality, three and four-star hotels in Isfahan,
Abstract :
Services’ Improvement and enhancing innovations are the actions that the hotel industry can do to satisfy its customers and create sustainable competitive. This requires to raise the proactive personality features in managers, so they can identify opportunities, threats, strengths, and weaknesses by applying the knowledge and ability of employees and their strategic partners and then they can decide appropriately about environmental changes. The purpose of this survey was the effect of the proactive personality of managers on innovation and improvement of the customer services through the mediation of scanning environment, internal social capital, and external social capital. This survey was an applied and a descriptive study. The statistical populations were 206 managers and supervisors who were from three and four-star hotels in Isfahan and the sampling was done for 126 people by using the Cochran formula. The research questionnaires have been analyzed by SMART PLS and SPSS version 22. The results indicated the confirmation of all research hypothesis. Also the internal social capital had the maximum effect size on the service innovation and the scanning environment had the maximum effect size on service improvement.
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