Open AccessCustomer agility and firm performance in the tourism industry
Author(s) -
Vu Minh Ngo,
Hieu Minh Vu
Publication year - 2020
Publication title -
tourism
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.337
H-Index - 22
eISSN - 1849-1545
pISSN - 1332-7461
DOI - 10.37741/t.68.1.6
Subject(s) - tourism , structural equation modeling , business , marketing , context (archaeology) , process (computing) , empirical research , empirical evidence , knowledge management , process management , computer science , paleontology , philosophy , epistemology , machine learning , political science , law , biology , operating system
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 thepractices. Thus, this study attempts to address this issue by empiricallytesting a framework of customer agility’s antecedents and consequences usingthe tourism industry context. The framework is tested on data collected from231 Small and Medium Enterprises (SMEs) in the tourism industry in Vietnam andanalyzed using Partial Least Square Structural Equation Modeling (PLS-SEM).Findings suggest that not all attributes of customer agility exert positiveimpacts on the firm’s performance and human factors are posited as the mostimportant antecedents for organizational agility. A number of practicalimplications are also suggested from the research findings