Driving holistic innovation to heighten hotel customer loyalty

Tsai, Shu‐pei

doi:10.1080/13683500.2015.1043249

Cited by 26 publications

(29 citation statements)

References 61 publications

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“…Tsai (2017) considers co-creation capabilities as an antecedent, they include employee engagement, customer participation and partner collaboration; these capabilities enable an organization to go beyond organizational boundaries to effective management innovation dynamic. Interaction, sharing and active participation (Buonincontri and Micera, 2016; Chathoth et al , 2016) also fall into this category.…”

Section: Mapping Resultsmentioning

confidence: 99%

Co-creation in tourism: a systematic mapping study

Mohammadi

Yazdani

Pour³

et al. 2020

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Purpose The purpose of this study is to organize and analyze the existing literature on co-creation in tourism to identify the state-of-the-art studies and the research gap in this field. Design/methodology/approach As the research questions seek to provide an overview of the studies in the available literature, the systematic mapping study (SMS) has been selected as the research method. A suitable mapping study method for analyzing and structuring a broad research field concerning methods, designs and research focuses on the existing publications. In total, 137 articles published during 2006–2019 in reliable academic databases such as Science Direct, Emerald, Scopus, Wiley, ProQuest, Sage, Web of Science and Taylor and Francis were selected and analyzed. Findings The results show a rising trend of published articles in tourism, with the maximum number published in 2019 and the minimum number in 2006. Also, analysis of input articles revealed that most of the studies focused on the antecedents and prerequisites for co-creation and paid less attention to the co-creation context. Other findings show that in the field of tourism, the hospitality sector, especially hotels have paid special attention to co-creation. The majority of papers were the empirical type with quantitative design. Furthermore, most studies used the survey method, while the case study and other methods were the next choices. Originality/value This study addresses a major research gap by summarizing the literature related to value co-creation with a specific focus on tourism using the SMS method that provides an overview of the studies in this field. Categorizing papers through SMS helps researchers to review the status of studies in a visual summary to identify gaps and directions for future research.

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Section: Mapping Resultsmentioning

confidence: 99%

Co-creation in tourism: a systematic mapping study

Mohammadi

Yazdani

Pour³

et al. 2020

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“…The ambidexterity perspective encompasses both explorative and exploitative innovation, thus enabling hotels to maintain existing competitive advantages in a dynamic environment (Martĺnez-Ros and Orfila-Sintes, 2009;Tsai, 2015). The perspective can be applied to design innovative service processes.…”

Section: Ambidexterity Perspectivementioning

confidence: 99%

“…Concerning exploitative innovation, hotels can apply measures such as the assessment of the performance of the service staff (Crick and Spencer, 2011) and the creation of incentives or reward mechanisms that comprise tangible and intangible rewards to ensure performance quality and provide satisfactory services to customers, thereby achieving the targeted effect. Furthermore, customer problems can effectively be determined by collecting and analyzing customer complaints (Sengupta and Dev, 2011;Tsai, 2015). Therefore, to enhance overall service effectiveness, hotels can use measures such as assessing the artistic performing activities of the service employees or collecting customer feedback.…”

Section: Ambidexterity Perspectivementioning

confidence: 99%

“…Tang (2014) claimed that understanding customer demands facilitates hotels in conducting service innovation. In addition, to provide customers with satisfactory experiential services, the art directors of hotels have formed alliances with external artists, extending the breadth of artistic services (Nieves and Segarra-Ciprés, 2015;Tsai, 2015) and thereby establishing the basis for new service designs and enhancing customer satisfaction. In the doing phase of the service (Do), designing and performing activities are applied to actualize the artistic service.…”

Section: Pdcamentioning

confidence: 99%

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Art-oriented model of hotel service innovation

Wang

Tang

Cheng

2018

IJCHM

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Purpose The development of artistic services is often unsuccessful because quality artistic services are characterized by offering new experiences to customers and pursuing excellence of the performing services in the details. To successfully facilitate developing artistic services, this study builds an ambidextrous service innovation and service effectiveness (ASISE) model that describes the processes and steps of art-oriented services development. Design/methodology/approach A case study was conducted on Relais & Châteaux (R&C) hotel membership in Taiwan to better understand the steps and activities that describe service innovation processes. Triangulation was performed by compiling secondary data (e.g. official R&C notebooks and documents relating to Volando) and conducting field investigations and semi-structured interviews (with managers, employees, customers, artists). Findings This study combined the ambidexterity perspective with the Plan-Do-Check-Action (PDCA) principle and expanded the application range of the model from improving the service process to addressing the overall service innovation process, and included the gradual construction of the eight steps of scanning, linking, designing, performing, assessing, feedback, improving and adjusting. Practical implications Hotels can use the ASISE model developed by this study to simultaneously create new artistic service activities and enhance the effectiveness of current artistic services. Originality value Based on the ASISE model, which emphasizes an art-oriented and continuous cycle, this study thoroughly analyzed the obstacles of integrating art into hotel service processes, and successfully established a series of steps for developing art-oriented services.

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“…La innovación en la industria hotelera es un tema que ha sido ampliamente tratado en la literatura (Orfila-Sintes y Mattsson, 2009;Tsai, 2015). En este sentido, Tang (2014) señala que, a medida que los hoteles se enfrentan a una mayor presión competitiva de la globalización y la personalización, necesitan satisfacer la demanda de los clientes de experiencias únicas y memorables y proporcionar un servicio eficaz y de alta calidad a los clientes (Wang et al, 2012).…”

Section: Introductionunclassified