INFLUENCE OF INTERNAL CAPABILITY ON SERVICE INNOVATION PERFORMANCE THROUGH KNOWLEDGE MANAGEMENT CAPABILITY IN HOTEL INDUSTRY
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Abstract
The purpose of this paper is to determine the empirical factors of internal capability on knowledge management capability (KMC) and the outcome of KMC on service innovation performance. Internal capabilities are the internal resource of organization that includes human capital and relationship with suppliers, travel agencies, and external institute. KMC is the ability to acquire and exploit knowledge. Data collection is applied a purposive sampling technic (3-5 stars hotel) that processed by 60 interviews, 700 mail surveys, and 100 electronic mails. The questionnaires collected from hotels in Thailand, 136 were valid for data analysis. The regression analysis is applied for hypothesis testing. The results show that the evidence of positive relationship between hotel internal capability and KMC. Furthermore, research also exposed a positive effect of KMC on service innovation performance. Therefore, the hotel should develop the internal capability to achieve better efficiency KMC which affected to service innovation performance.
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