Co-creation in hotel service innovation using smart phone apps: an empirical study

Abstract

Purpose The purpose of this study is to extend and revise the basic technology-based service (TBS) adoption model in luxury hotels in India using smart phone apps, and to analyse the impact of the guests’ innovativeness, willingness to co-create, need for interaction and involvement on their adoption intention towards co-creatively developed new services. Design/methodology/approach Data were collected through online and field surveys from luxury hotel guests, resulting into 229 valid responses. A data analysis was done by applying the confirmatory factor analysis along with structure equation modelling. Findings The findings of this study indicate that both guests’ innovativeness and need for interaction with service staff significantly affect their involvement. A guest’s willingness to co-create acts as a partial mediator between his/her innovativeness and intention to adopt co-creatively developed new services. Research limitations/implications Use of smart phone apps by hotel guests to co-create new services and their intentions to adopt such services have been examined in the context of luxury hotels in India only and thereby limits generalization of results to other industry and country contexts. Practical implications The findings of this study would look to guide policy planners and hotel managers for implementing technology application in the co-creative hotel service innovation. Originality/value The need for interaction and customer involvement have been added as two supportive variables to the basic TBS model to analyse the adoption intention of luxury hotel guests. This is a new addition to existing literature, as majority of empirical studies in this field are from industries other than hospitality and with differing contexts.

Calm ICT design in hotels: A critical review of applications and implications

“…The use of ICT adds a new dimension to the complete modern hotel experience (Buhalis & Leung, 2018;Sarmah, Kamboj, & Rahman, 2017;Sigala, 2018). In the context of co-creation of experiences, ICT is more than just an ordinary tool (Neuhofer, Buhalis, & Ladkin, 2012) offering various possibilities for experience enhancing.…”

Panorama da Produção Empírica Internacional de Inovação em Serviços Turísticos entre 2008 e 2020: Uma Revisão Sistemática da Literatura

“…Todas essas informações estão sistematizadas na Tabela 5. Referências Fatores que favorecem a inovação em serviços (inputs do processo inovativo) (Cheng et al, 2018;Martínez-Ros & Orfila-Sintes, 2012;Sarmah et al, 2017). Resultados promovidos pela inovação (outputs do processo inovativo) (Aldebert et al, 2011;Camisón & Monfort-Mir, 2012;Jalilvand, 2017;Lee et al, 2016;Sandvik et al, 2014;Sipe, 2016;Tajeddini, 2011) Comportamento inovador/ Características inovadoras (Chen, 2011;Martínez-Ros & Orfila-Sintes, 2012;Orfila-Sintes & Mattsson, 2009;Tang et al, 2015;Zach, 2012Zach, , 2016.…”

“…Co-criação de serviços. (Chen et al, 2017;Sarmah & Rahman, 2018;Sarmah et al, 2017;Wang et al, 2018) Eco-inovação (Reyes-Santiago et al, 2017). Inovação em rede (Barile, 2017;Booyens & Rogerson, 2016) No que tange às temáticas, diferentes pesquisas estudaram os determinantes da inovação, também denominados fatores ascendentes.…”

“…O último autor chama atenção para o papel do consumidor na cocriação de experiências com vínculos emocionais, favorecendo sua fidelização. Nesse contexto, as novas tecnologias da informação tendem a favorecer a inovação via cocriação, uma vez que as TICs são capazes de conectar funcionários, clientes e fornecedores o que eleva o valor dos produtos e serviços (Chen et al, 2017), além de contribuir para satisfação do cliente (Sarmah et al, 2017). Wang et al, (2018) chamam de inovação turística a capacidade do consumidor utilizar serviços baseados em tecnologia.…”

Service Innovations and Firm Performance in the Hospitality Industry: Evidence From Tourism Driven Economy

“…New service concepts can be observed through the synergy effects of IT and relationship marketing strategies (Kuo, Chen and Tseng 2017). In examining co-creation in hotel service innovation, Sarmah, Kamboj and Rahman (2017) indicate that both guests' innovativeness and need for interaction with service staff significantly affect their involvement. In addition, Sarmah, Kamboj and Kandampully (2018) assert that customer innovativeness and attitude toward co-creative service innovation positively influence both co-creation and adoption intention.…”