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Publication
The Outcomes of Entrepreneurship, Relational Capital and Innovativeness on Tourist Satisfaction
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Advisor(s)
Abstract(s)
Addressing the needs of customers is fundamental to the success of companies, particularly
in the long-term. In fact, most companies use customer satisfaction as a method to determine and
evaluate their performance and outline their strategies for the future. Therefore, the main objective is
to better understand entrepreneurship and new product development antecedents and implications
on customer satisfaction, a key element for sustainable development. A model is proposed to assess
the relationship between two antecedents of entrepreneurial orientation (EO) and new product
development (NPD) and a measure of performance. Based on a survey sample of 137 tourism SMEs,
the model was tested using Partial Least Squares (PLS). The results show that both the relational
capital and innovativeness positively influence entrepreneurship and NPD. They also suggest a
positive relationship between entrepreneurship and customer satisfaction. Although there is a
positive impact of NPD on customer satisfaction, this relationship was not significant. In addition, the
results indicate that relational capital and innovativeness positively influence customer satisfaction
through entrepreneurship and NPD. Consequently, to improve the sustainable performance of
tourism firms and to increase customer satisfaction, managers must invest in the development of
entrepreneurship as well as in the development of new products and their antecedents.
Description
Keywords
entrepreneurship new product development innovativeness relational capital customer satisfaction