Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

Service Excellence through Dynamic Marketing Capability

Authors
Evo Sampetua Hariandja
Corresponding Author
Evo Sampetua Hariandja
Available Online August 2016.
DOI
https://doi.org/10.2991/gcbme-16.2016.79How to use a DOI?
Keywords
dynamic marketing capability, service excellence, hotel industry
Abstract
This study aims at creating a framework describing how the dynamic marketing can influence service excellence. The method in this study using qualitative method through case studies in five hotels and exploration through interview with general manager and director level. In this study market sensing, market learning, market targeting or positioning are classified as dynamic marketing capabilities (DMC). The findings of the study on five hotels, ranging from 4-star to 5-star hotels and operating in big cities such as Bandung, Jakarta, Lombok, Yogyakarta and Bali suggest that dynamic marketing capability play their roles in achieving service excellence.
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This is an open access article distributed under the CC BY-NC license.

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Proceedings
2016 Global Conference on Business, Management and Entrepreneurship
Part of series
Advances in Economics, Business and Management Research
Publication Date
August 2016
ISBN
978-94-6252-268-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/gcbme-16.2016.79How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Evo Sampetua Hariandja
PY  - 2016/08
DA  - 2016/08
TI  - Service Excellence through Dynamic Marketing Capability
BT  - 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.79
DO  - https://doi.org/10.2991/gcbme-16.2016.79
ID  - SampetuaHariandja2016/08
ER  -