Co-creation and service innovation as performance indicators in the hospitality industry

Artikel

This study aims at assessing the impact of co-creation on service innovation and also explores the dimensions of service innovation in the hotel industry as a performance indicator. The study was carried out through self-administered questionnaires to collect the data from 317 managers and frontline staff members of the luxury hotels using non-probability convenient sampling method. Structured equation modeling (SEM) was used to test the hypothesized relationship. The study outcomes revealed an imperative knowledge about co-creation and service innovation by determining its impact on hotel's overall performance in the hospitality industry. Further, there was a significant impact of co-creation on service innovation which in-turn positively contributes to financial and non-financial performance and lastly, the technological innovation and organizational innovations were found as the key dimensions of service innovation. Finally, this study establishes a foundation for future research and offers managerial guidance in this increasingly important area as it can be widened to different service sectors that may lead to a more generalized outlook of the whole service industry.

Show object

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: Journal of Tourism, Hospitality & Culinary Arts ; ISSN: 2590-3837 ; Volume: 12 ; Year: 2020 ; Issue: 2 ; Pages: 76-95. ; Puncak Alam, Selangor: Universiti Teknologi MARA Malaysia

Classification and Topics

• Classification: Wirtschaft
• Subject: Co-creation ; Hospitality ; Organizational innovation ; Service innovation ; Technological innovation

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Sharma, Vivek ; Bhat, Dada Ab Rouf
• Event: Veröffentlichung
• (who): Universiti Teknologi MARA Malaysia
• (where): Puncak Alam, Selangor
• (when): 2020

Further information

• Handle: http://hdl.handle.net/10419/263008