2023
DOI: 10.1108/jima-06-2022-0185
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Investigating the impact of service leaders’ competencies, organisational service orientation, network capabilities, and perceived service quality on Umrah travel agencies’ performance

Diin Fitri Ande,
Sari Wahyuni,
Ratih Dyah Kusumastuti

Abstract: Purpose This study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies’ performance. Second, it empirically investigates service leaders’ competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically i… Show more

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Cited by 2 publications
(1 citation statement)
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“…Moreover, the profile presentation significantly influences individual preferences, as evidenced by research indicating that user inclinations towards services are substantially impacted by the identity projected by service providers (Lee & Wessel, 2022). Service provision is intricately entwined with competence, with the latter directly linked to the service provider's identity (Ande, Wahyuni, & Kusumastuti, 2024). Therefore, the exhibition of profiles within the SHC App assumes paramount importance in furnishing convenience for both sports institutions and the general public.…”
Section: Discussionmentioning
confidence: 99%
“…Moreover, the profile presentation significantly influences individual preferences, as evidenced by research indicating that user inclinations towards services are substantially impacted by the identity projected by service providers (Lee & Wessel, 2022). Service provision is intricately entwined with competence, with the latter directly linked to the service provider's identity (Ande, Wahyuni, & Kusumastuti, 2024). Therefore, the exhibition of profiles within the SHC App assumes paramount importance in furnishing convenience for both sports institutions and the general public.…”
Section: Discussionmentioning
confidence: 99%