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This study aims to identify factors that can improve customer service performance by verifying the relationships between these factors, such as customer orientation, firm-specific resource integration, transactive memory system and service innovation capability. In other words, this study identifies the determinants of customer service performance from the perspective of the resource advantage theory of competition.

This research was conducted through an online survey of hotel managers and supervisors in Indonesia, which produced 327 questionnaires that could be processed with a response rate of 70.6%. Structural equation modelling was used to analyse the data and test the hypotheses with the help of AMOS 23.

This study confirms that firm-specific resource integration can improve customer service performance, with the antecedents of the former being customer orientation and a transactive memory system.

This research was conducted with a sample of three-, four- and five-star hotels, which have different conditions. In future research, it would be interesting to compare how such hotels over a larger geographical area behave in improving customer service performance using the investigated variables.

This research provides additional insight into the resource advantage theory of competition, namely, that integrated enterprise-specific resources are good antecedents for innovation and customer service performance.

This paper aims to develop a conceptual model showing how the concept of distinctive value positioning (DVP) could be a strategic solution for improving marketing performance in small and medium enterprises (SMEs) in Indonesia.

A survey was conducted among owners and managers of creative SMEs using a structured questionnaire to test the proposed model. Additionally, the sample size included 200 respondents who were analyzed using structural equation modeling with the aid of AMOS 23.

This research used serial mediation to investigate the mediating effect of two concepts in the strategic path to enhance DVP. Channel partner power was incorporated to mediate the relationship between product innovation capability and marketing performance.

Service-dominant logic perspective was enriched with diversity through various analyses. This research further contributed to the field of knowledge by developing a new variable known as DVP. However, it did not extensively explore the various cultural elements in Indonesia that could affect the unique values attached to creative industry products.

DVP was reported as a new concept and showed a significant effect on marketing performance in SMEs.