UNDERSTANDING SERVICE INNOVATION : A CASE OF MULTINATIONAL HOTEL CHAINS
Keywords:
Service Innovation, Multinational Hotel, Characteristics of Innovation, Sources of InnovationAbstract
This article presents a framework from empirical data for understanding service innovation in three multinational hotel groups. Characteristics of innovation and sources of innovation are discussed. A multiple-case study was employed to enrich qualitative data from three cases including InterContinental Hotels Groups (IHG), Marriott and Accor. The fieldwork was conducted in four countries – UK, Thailand, France and Hong Kong – by using in-depth interview. The article shows that service innovation in the multinational hotel groups is small and incremental, systematic and, especially, customer-driven. Innovation encompasses technological and non-technological innovation. Innovation comes from customers, front-line staff at affiliated hotels and Headquarters (HQs). However, HQs and General Managers play a decisive role to select the proper innovation, for further implementation.
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