The study of relationship among organizational cultural, interaction and hotel service innovation

2009 ◽  
Author(s):  
Yuwei
Keyword(s):  
Service Innovation ◽  
Cultural Interaction ◽  
Hotel Service

Co-creation in hotel service innovation using smart phone apps: an empirical study

2017 ◽  
Vol 29 (10) ◽  
pp. 2647-2667 ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Shampy Kamboj ◽  
Zillur Rahman
Keyword(s):  
Smart Phone ◽  
Service Innovation ◽  
Content Type ◽  
Technology Application ◽  
Luxury Hotels ◽  
Service Staff ◽  
Hotel Service ◽  
Luxury Hotel ◽  
The Impact ◽  
Adoption Intention

Purpose The purpose of this study is to extend and revise the basic technology-based service (TBS) adoption model in luxury hotels in India using smart phone apps, and to analyse the impact of the guests’ innovativeness, willingness to co-create, need for interaction and involvement on their adoption intention towards co-creatively developed new services. Design/methodology/approach Data were collected through online and field surveys from luxury hotel guests, resulting into 229 valid responses. A data analysis was done by applying the confirmatory factor analysis along with structure equation modelling. Findings The findings of this study indicate that both guests’ innovativeness and need for interaction with service staff significantly affect their involvement. A guest’s willingness to co-create acts as a partial mediator between his/her innovativeness and intention to adopt co-creatively developed new services. Research limitations/implications Use of smart phone apps by hotel guests to co-create new services and their intentions to adopt such services have been examined in the context of luxury hotels in India only and thereby limits generalization of results to other industry and country contexts. Practical implications The findings of this study would look to guide policy planners and hotel managers for implementing technology application in the co-creative hotel service innovation. Originality/value The need for interaction and customer involvement have been added as two supportive variables to the basic TBS model to analyse the adoption intention of luxury hotel guests. This is a new addition to existing literature, as majority of empirical studies in this field are from industries other than hospitality and with differing contexts.

Art-oriented model of hotel service innovation

2018 ◽  
Vol 30 (1) ◽  
pp. 160-177 ◽  
Author(s):  
Tsai-Chiao Wang ◽  
Ta-Wei Tang ◽  
Jen-Son Cheng
Keyword(s):  
Service Innovation ◽  
Innovation Process ◽  
Secondary Data ◽  
Structured Interviews ◽  
Content Type ◽  
Application Range ◽  
Service Effectiveness ◽  
Field Investigations ◽  
Hotel Service

Purpose The development of artistic services is often unsuccessful because quality artistic services are characterized by offering new experiences to customers and pursuing excellence of the performing services in the details. To successfully facilitate developing artistic services, this study builds an ambidextrous service innovation and service effectiveness (ASISE) model that describes the processes and steps of art-oriented services development. Design/methodology/approach A case study was conducted on Relais & Châteaux (R&C) hotel membership in Taiwan to better understand the steps and activities that describe service innovation processes. Triangulation was performed by compiling secondary data (e.g. official R&C notebooks and documents relating to Volando) and conducting field investigations and semi-structured interviews (with managers, employees, customers, artists). Findings This study combined the ambidexterity perspective with the Plan-Do-Check-Action (PDCA) principle and expanded the application range of the model from improving the service process to addressing the overall service innovation process, and included the gradual construction of the eight steps of scanning, linking, designing, performing, assessing, feedback, improving and adjusting. Practical implications Hotels can use the ASISE model developed by this study to simultaneously create new artistic service activities and enhance the effectiveness of current artistic services. Originality value Based on the ASISE model, which emphasizes an art-oriented and continuous cycle, this study thoroughly analyzed the obstacles of integrating art into hotel service processes, and successfully established a series of steps for developing art-oriented services.

Customer co-creation in hotel service innovation

2018 ◽  
Vol 25 (1) ◽  
pp. 297-318 ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Zillur Rahman
Keyword(s):  
Service Sector ◽  
Service Providers ◽  
Service Innovation ◽  
Customer Participation ◽  
Service Development ◽  
Successful Implementation ◽  
Interpretive Structural Modeling ◽  
Psychological Variables ◽  
Content Type ◽  
Hotel Service

Purpose With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused attention on the psychological variables that influence customers to participate in developing a new service. However, availability of scant literature creates difficulty in comprehending co-creative hotel service innovation practices, especially in developing country like India. The purpose of this paper is to explore the inter-relationships among the customer participation in hotel service innovation variables with the help of interpretive structural modeling (ISM) approach. Design/methodology/approach ISM approach is used to determine the direction of customer participation and categorization of psychological variables with their driving and dependence power. Identification of related variables was done through a review of literature initially and arrived at a common consensus through brainstorming sessions with academicians and hotel industry experts. Findings The results indicate that a few variables possess higher driving power that include: consumer innovativeness, customer participative behavior, customer socialization, willingness to co-create, role clarity, customer ability and their interlinking. Thus, the research contributes in the development of relationship among various identified variables of customer participation in service innovation (CPSI) using ISM. Research limitations/implications This study suggests that hoteliers should co-create with customers to develop new services by understanding their psychological variables that play a crucial role determining their active participation in new hotel service offerings. Practical implications This study suggests that hoteliers should co-create with customers to develop new services by understanding the enablers of customer participation in co-creative hotel service innovation. Hoteliers can have hierarchical map of their customers for co-creating at different stages of service innovation or can segregate the variables as per their driving and dependence power for enhanced applicability of the variables. Further, the observed inter-relationships among the CPSI variables can guide the managers in planning and implementing identified relationships for successful implementation of co-creative service innovation. Originality/value To the best of the authors’ knowledge this study is the first to provide an integrated model using ISM and Matrix Impact Cross-Reference Multiplication Applied to a Classification (MICMAC) analysis with a goal to identify and classify various key enablers of customer participation in co-creative hotel service innovation in India. The authors believe that this study will enhance the understanding of the psychological factors influencing customer-firm co-creative service innovation activities and help the academicians and industry practitioners to select right enablers for customer participation in co-creative hotel service innovation. Thus, this study will be the foundation for studying co-creative service innovation using the ISM and MICMAC approaches.

Customer participation in service innovation using SNS smartphone apps: an investigation of the Indian hotel service industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Yupal Shukla ◽  
Ravi Chatterjee ◽  
Shampy Kamboj
Keyword(s):  
Hotel Industry ◽  
Service Innovation ◽  
Innovation Process ◽  
Situational Factors ◽  
Customer Participation ◽  
Smartphone Apps ◽  
Content Type ◽  
Hotel Service ◽  
The Individual ◽  
Adoption Intention

PurposeExisting research lacks a comprehensive understanding of the individual factors that may transform an “ordinary” customer into an active participator in the service innovation process and/or the situational factors that determine a customer's participation in any stage of the service innovation process. The purpose of this paper is to fill these research gaps by developing and validating a conceptual framework on CPSIB in the Indian hotel industry by using smartphones to access SNS apps.Design/methodology/approachA cross-sectional survey design method was used in this study to collect representative samples with greater response rates. The target population included in this study were hotel guests of all of the star category hotels in New Delhi who had earlier experiences of staying in star category hotels. Structured questionnaire was formulated, which was later pre-tested to confirm its reliability and validity. Out of 400 questionnaires, 348 usable responses were obtained.FindingsThis research examines CPSIB in the Indian hotel industry using SNS smartphone apps. It confirms that user innovativeness and perceived trust in the service provider determine customers' participative service innovation behavior, which further results in positive adoption intention via SNS smartphone apps.Research limitations/implicationsThis research provides valuable insights into the hotel industry, specifically in the context of India. However, it has a few limitations that must be taken into account when generalizing its results.Practical implicationsFirst, investigating the key antecedents and consequences of CPSIB has important implications for marketing practitioners. Moreover, it was observed that hotel guests with higher innovativeness and trust in the service provider would show positive participative service innovation behavior toward innovating new services along with the hotel service providers, which may result in a positive adoption intention toward the newly developed services. Second, hoteliers should integrate hotel guests into hotel service innovation via the use of SNS smartphone apps.Social implicationsThis research conceptualizes that user innovativeness is a driving factor for CPSIB that may further generate a positive adoption intention toward newly developed services.Originality/valueTo the best of the authors’ knowledge, only a very few studies have tested the interrelationships between individual factors and customer participation behavior in the mobile technology-mediated service ecosystem simultaneously. Furthermore, research examining the individual and situational factors influencing CPSIB and adoption intention towards newly developed services using SNS smartphone apps is still in a nascent stage.

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