Does Organizational Culture Matter for Shaping up Hotel’s Responsiveness to Customer’s Demand? An Empirical Investigation

ABSTRACT

The study investigates the inter-relationship among the different dimensions of organizational culture, for example, group, hierarchical, rational and development. Furthermore, it explores how these four dimensions influence the development of hotel’s agility. Perceptual responses collected from 186 hotel managers were analyzed using partial least squares in SmartPLS 2.0.M3. Furthermore, we also tested the robustness of the path coefficients by comparing them with OLS regression coefficients. Findings showed support for most of our hypothesized associations. Group, rational and development cultures are prominent enablers of hotel’s agility. Furthermore, rational culture is a prominent enabler for group and development culture. While hierarchical culture was posited as a negative factor for the development of other cultural dimensions and hotel’s agility, the path coefficients were insignificant.

KEYWORDS:

• Agility
• hotel
• culture
• responsiveness
• performance
• promotion