Implementing service innovations in european hotels

Way, Sean. A (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Enz, Cathy A. (School of Hotel Administration, Cornell University, Ithaca, New York 14853, cae4@cornell.edu)

This paper examines the impact of postadoption innovation implementation strategies on five distinct performance outcomes. Using a sample of 85 hotels in Europe, the study explores which implementation strategies are most strongly linked to specific innovation outcomes and competitive performance. The results reveal that employee enabling implementation strategies have a positive direct effect on employee performance and indirect effects on customer sentiment outcomes and the operational performance of the innovation. Administratively driven implementation strategies had a positive direct effect on customer comparative performance and an indirect effect on a firm’s comparative operational performance as hypothesized. Finally, owners were more likely to be idea generators and principle early supporters of successful innovations, highlighting the power of top-down approaches to championing change within the European context.


Mots-clés:
Type d'article:
scientifique
Faculté:
Economie et Services
Ecole:
EHL Ecole hôtelière de Lausanne
Classification:
Économie/gestion
Date:
2016
Titre du document hôte:
Service science
Numérotation (vol. no.):
June 2016, vol. 8, no. 2, pp. 97-107
DOI:
ISSN:
2164-3970
Le document apparaît dans:

Note  Le statut de ce document est: non diffusé

Note: The status of this file is: restricted


 Notice créée le 2016-08-29, modifiée le 2018-02-15

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