Managing knowledge, service innovation and service experience in hospitality industry: A proposed framework

Organisation knowledge, customer market intelligence, intellectual capital from frontline managers and frontline employees represent the true “intangible resources/assets’’ in a Hospitality Industry (HI) organisation. These intangible resources/assets provide the creative potential for service/prod...

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Bibliographic Details
Main Authors: Poh, Wai Choo, Tan, Cheng Ling, Fernando, Yudi
Format: Conference or Workshop Item
Published: Academic Conferences and Publishing International Limited Reading, UK 2018
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