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

• Main Authors: Poh, Wai Choo, Tan, Cheng Ling, Fernando, Yudi
• 格式: Conference or Workshop Item
• 語言: English
• 出版: Academic Conferences and Publishing International Limited Reading, UK 2018
• 主題: HD28 Management. Industrial Management
• 在線閱讀: http://umpir.ump.edu.my/id/eprint/22042/1/Managing%20Knowledge%2C%20Service%20Innovation%20and%20Service%20Experience.pdf; http://umpir.ump.edu.my/id/eprint/22042/; https://www.dropbox.com/sh/u82cpdkhxia8q3u/AAAoXlVz5oMxsmg-bHY3u2HDa?dl=0

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...