Managing the service brand value of the hotel industry in an emerging market

  • Chang H
  • Ma C
  • 52


    Mendeley users who have this article in their library.
  • N/A


    Citations of this article.


This study integrates the resource-based view (RBV) of a firm and institutional theory to investigate how top management team (TMT) leaders promote the quality of employees’ service by leveraging the resource-based advantages (e.g., service brand value, TMT leadership, human capital (HC) management, and service culture) of their hotel brands to compensate for institutional influences at the global, regional, and local levels in an emerging market. The results show that a hotel develops its resource-based advantages by creating service brand value, which is cultivated by the TMT's transformational leadership through HC investment and the creation of a service culture to improve the quality of service behaviors. At the same time, resource-based and institutional advantages are applied in a complementary fashion to achieve successful market expansion in China as an emerging market.

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document


  • Hsiao-Ping Chang

  • Chun-Chieh Ma

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free