Main Article Content
The purpose of this study was to test the effects of service innovation capability, new service development, customer value creation, and business competitiveness on sustainable organization performance of hotel business in Thailand. A survey questionnaire was used to collect data from 357 executives of the hotel business in Thailand. The statistical procedure used in hypothesis testing was the multiple regression analysis. The findings revealed that service innovation capability had positive influence on new service development. Service innovation capability had positive influence on customer value creation. New service development had positive influence on business competitiveness. Customer value creation had positive influence on business competitiveness. Moreover, the findings also showed that business competitiveness had positive influence on sustainable organization performance. The results from this research indicate that executives of hotel business in Thailand can use results as guidelines for setting service innovation capability, new service development, and customer value creation in order to respond to the needs of their customers at the highest level. This will lead to business competitiveness and then lead to sustainable organization performance in the future.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
I and co-author(s) certify that articles of this proposal had not yet been published and is not in the process of publication in journals or other published sources. I and co-author accept the rules of the manuscript consideration. Both agree that the editors have the right to consider and make recommendations to the appropriate source. With this rights offering articles that have been published to Panyapiwat Institute of Management. If there is a claim of copyright infringement on the part of the text or graphics that appear in the article. I and co-author(s) agree on sole responsibility.
Ambastha, A. & Momaya, K. (2004). Competitiveness of firms: review of theory, frameworks, and models. Singapore Management Review, 26(1), 45–61.
Awan, U., Kraslawski, A. & Huiskonen, J. (2017). Understanding the relationship between stakeholder pressure and sustainability performance in manufacturing firms in Pakistan. Procedia Manufacturing, 11, 768-777.
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Bitner, M. J., Faranda, W. T., Hubbert, A. R. & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193-205.
Bonomi Santos, J. & Spring, M. (2013). New service development: managing the dynamic between services and operations resources. International Journal of Operations & Production Management, 33(7), 800-827.
Booz, A. J., Allen, B. C. & Hamilton, P. J. (1982). New Products Management for the 1980s. New York: Booz Allenand Hamilton Inc.
Burton, J., Story, V. M., Raddats, C. & Zolkiewski, J. (2017). Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies. International Journal of Production Economics, 192, 29-39.
Cantele, S. & Zardini, A. (2018). Is sustainability a competitive advantage for small businesses? An empirical analysis of possible mediators in the sustainability–financial performance relationship. Journal of Cleaner Production, 182, 166-176.
Collins, J. M. & Troilo, M. L. (2015). National factor effects on firm competitiveness and innovation. Competitiveness Review, 25(4), 392-409.
Daniel, V. M., Lima, M. P. & Ferrari Dambros, A. M. (2017). Innovation capabilities in services: a multi-cases approach. Academia Revista Latinoamericana de Administración, 30(4), 490-507.
Fernando, Y., Jabbour, C. J. C. & Wah, W. X. (2019). Pursuing green growtin technology firms through the connections between environmental innovation and sustainable business performance: Does service capability matter? Resources Conservation and Recycling, 141, 8-20.
Gallego, J., Rubalcaba, L. & Hipp, C. (2013). Services and organisational innovation: the right mix for value creation. Management Decision, 51(6), 1117-1134.
Hair, J. F., Anderson, R. E., Tatham, R. L. & Black, W. C. (2006). Multivariate Data Analysis (5th ed.). Upper Sadie River, NJ: Pearson Education Incorporation.
Hair, J. F., Black, W. C., Babin, B. J. & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). New Jersey: Pearson Education.
Hunt, S. D. & Morgan, R. M. (1995). The comparative advantage theory of competition. Journal of Marketing, 59(2), 1-15.
Jaw, C., Lo, J. Y. & Lin, Y. H. (2010). The determinants of new service development: Service characteristics, market orientation, and actualizing innovation effort. Technovation, 30(4), 265-277.
Kettunen, J., Grushka-Cockayne, Y., Degraeve, Z. & De Reyck, B. (2015). New product development flexibility in a competitive environment. European Journal of Operational Research, 244(3), 892-904.
Kim, D., Cavusgil, S. T. & Cavusgil, E. (2013). Does IT alignment between supply chain partners enhance customer value creation? An empirical investigation. Industrial Marketing Management, 42(6), 880-889.
Kindström, D., Kowalkowski, C. & Sandberg, E. (2013). Enabling service innovation: A dynamic capabilities approach. Journal of Business Research, 66(8), 1063-1073.
Lamberth-Cocca, S. & Meiren, T. (2017). Towards a reference model for agile new service development using the example of e-mobility service systems. Procedia CIRP, 64, 259-264.
Lepak, D. P., Smith, K. G. & Taylor, M. S. (2007). Value creation and value capture: Multilevel perspective. Academy of Management Review, 32(1), 190-194.
Liu, Z., Ming, X., Song, W., Qiu, S. & Qu, Y. (2018). A perspective on value co-creation-oriented framework for smart product-service system. Procedia CIRP, 73, 155-160.
Mahmoud, M. A., Hinson, R. E. & Anim, P. A. (2018). Service innovation and customer satisfaction: The role of customer value creation. European Journal of Innovation Management, 21(3), 402-422.
Maury, B. (2018). Sustainable competitive advantage and profitability persistence: Sources versus outcomes for assessing advantage. Journal of Business Research, 84, 100-113.
Morioka, S. N. & Carvalho, M. M. (2016). A systematic literature review towards a conceptual framework for integrating sustainability performance into business. Journal of Cleaner Production, 136, 134-146.
Najafi-Tavani, S., Najafi-Tavani, Z., Naudé, P., Oghazi, P. & Zeynaloo, E. (2018). How collaborative innovation networks affect new product performance: Product innovation capability, process innovation capability, and absorptive capacity. Industrial Marketing Management, 73, 193-205.
Nikolaou, I. E., Tsalis, T. A. & Evangelinos, K. I. (2019). A framework to measure corporate sustainability performance: A strong sustainability-based view of firm. Sustainable Production and Consumption, 18, 1-18.
Nunnally, J. & Bernstein, I. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
O'Cass, A. & Sok, P. (2013). Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation. Journal of Business Research, 66(8), 1074-1084.
Ottenbacher, M. & Gnoth, J. (2005). How to develop successful hospitality innovation. Cornell Hotel and Restaurant Administration Quarterly, 46(2), 205-222.
Pantano, E. & Gandini, A. (2017). Exploring the forms of sociality mediated by innovative technologies in retail settings. Computers in Human Behavior, 77, 367-373.
Porter, M. E. (1985). Competitive Advantage: Creating and Sustaining Superior Performance. New York: Free Press.
Rayna, T. & Striukova, L. (2009). Luxury without guilt: service innovation in the all-inclusive hotel industry. Service Business, 3(4), 359-372.
Salunke, S., Weerawardena, J. & McColl-Kennedy, J. R. (2019). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156.
Saranga, H., George, R., Beine, J. & Arnold, U. (2018). Resource configurations, product development capability, and competitive advantage: An empirical analysis of their evolution. Journal of Business Research, 85, 32-50.
Smith, J. B. & Colgate, M. (2007). Customer value creation: a practical framework. Journal of Marketing Theory and Practice, 15(1), 7-23.
Tang, T. W., Wang, M. C. H. & Tang, Y. Y. (2015). Developing service innovation capability in the hotel industry. Service Business, 9(1), 97-113.
Wang, W., Cao, Q., Qin, L., Zhang, Y., Feng, T. & Feng, L. (2019). Uncertain environment, dynamic innovation capabilities and innovation strategies: A case study on Qihoo 360. Computers in Human Behavior, 95, 284-294.
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863-2872.
Yun, H. & Chen-Fu, H. (2018). Firm-specific advantages-product innovation capability complementarities and innovation success: A core competency approach. Technology in Society, 55, 78-84.