Co-creation and service innovation as performance indicators in the hospitality industry / Vivek Sharma and Dada Ab Rouf Bhat

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

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Abstract

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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Item Type: Article
Creators:
Creators
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Sharma, Vivek
UNSPECIFIED
Bhat, Dada Ab Rouf
UNSPECIFIED
Subjects: B Philosophy. Psychology. Religion > BJ Ethics > Social usages. Etiquette > Etiquette of entertaining. Duties of host and hostess. Hospitality
H Social Sciences > HF Commerce > Customer services. Customer relations
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 , 2590-3837
Volume: 12
Number: 2
Page Range: pp. 76-95
Official URL: https://www.jthca.org/jthca
Item ID: 43007
Uncontrolled Keywords: Co-creation; hospitality; organizational innovation; service innovation; technological innovation
URI: https://ir.uitm.edu.my/id/eprint/43007

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43007

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