Service innovation capability in the hotel industry  

Oleh:

Hariandja, Evo Sampetua ; Hutabaratoel, Zoel

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-17.
Topik: service innovation capability; service excellence; hotel industry
Fulltext: Evo Sampetua Hariandja, Zoel Hutabarat.pdf (294.41KB)

Isi artikel

The hotel business in Bandung, Indonesia has demonstrated noteworthy development and addition more noteworthy consideration in today's business surroundings. Hotel industry gets to be imperative when the government chose to further push the service part and to expand the tourism segment. The hotel business in West Java is confronting new difficulties because of outer and inside elements in a business domain that influence their operation. In rivalry, the hotel business ought to have the capacity to offer imaginative services to visitors through use their service innovation capability in giving excellent service. This study addresses to: (1) investigate how the hotel business in Bandung (3-star to 5-star) can survive and succeed in accomplishing their service excellence utilizing the service innovation capability, (2) test the conceptual framework that rose up out of the audit of writing that delineates how service innovation capability functions through the exercises in the hotel business in Bandung that will bolster in accomplishing service excellence and affirm in alternate hotels, (3) contribute on the learning of the hotel business in Bandung. This study creates proposition: (1) service innovation capability will bolster service excellence. The proposition created from the clear contextual investigation that included five hotels (3-star to 5-star) then tried in an informative contextual analysis included three hotels (3-star to 5-star). The aftereffects of the study demonstrate that the service innovation capability in the eight hotels demonstrate a few similitudes in all exercises of sensing, seizing, and transforming.

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