Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat
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...
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Faculty of Hotel and Management, Universiti Teknologi MARA, Puncak Alam Campus
2020
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Online Access: | http://ir.uitm.edu.my/id/eprint/43007/1/43007.pdf http://ir.uitm.edu.my/id/eprint/43007/ https://www.jthca.org/jthca |
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my.uitm.ir.430072021-03-08T04:29:12Z http://ir.uitm.edu.my/id/eprint/43007/ Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat Sharma, Vivek Bhat, Dada Ab Rouf Etiquette of entertaining. Duties of host and hostess. Hospitality Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service 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. Faculty of Hotel and Management, Universiti Teknologi MARA, Puncak Alam Campus 2020-06-30 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/43007/1/43007.pdf Sharma, Vivek and Bhat, Dada Ab Rouf (2020) Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 12 (2). pp. 76-95. ISSN 1985-8914 , 2590-3837 https://www.jthca.org/jthca |
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Etiquette of entertaining. Duties of host and hostess. Hospitality Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
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Etiquette of entertaining. Duties of host and hostess. Hospitality Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service Sharma, Vivek Bhat, Dada Ab Rouf Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
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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. |
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Article |
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Sharma, Vivek Bhat, Dada Ab Rouf |
author_facet |
Sharma, Vivek Bhat, Dada Ab Rouf |
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Sharma, Vivek |
title |
Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
title_short |
Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
title_full |
Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
title_fullStr |
Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
title_full_unstemmed |
Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat |
title_sort |
co-creation and service innovation as performance indicators in the hospitality industry / vivek sharma and dada ab rouf bhat |
publisher |
Faculty of Hotel and Management, Universiti Teknologi MARA, Puncak Alam Campus |
publishDate |
2020 |
url |
http://ir.uitm.edu.my/id/eprint/43007/1/43007.pdf http://ir.uitm.edu.my/id/eprint/43007/ https://www.jthca.org/jthca |
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