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Visualizing intellectual capital using service-dominant logic: What are hotel companies reporting?

Janet Davey (Waikato Management School, University of Waikato, Hamilton, New Zealand)
Rachael Alsemgeest (Department of Accounting, University of Waikato Management School, Hamilton, New Zealand)
Samuel O’Reilly-Schwass (Department of Accounting, University of Waikato Management School, Hamilton, New Zealand)
Howard Davey (Department of Accounting, University of Waikato Management School, Hamilton, New Zealand)
Mary FitzPatrick (Department of Marketing, University of Waikato Management School, Hamilton, New Zealand)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 12 June 2017

Abstract

Purpose

The purpose of this paper is to investigate intellectual capital (IC) reporting, from a service-centric approach, in the hotel industry. The strategic enhancement of value-creation and sustainable competitive advantage requires both management and measurement. Sound measurement and reporting practices enable management performance to be judged; one such practice is IC disclosure. Service-dominant (S-D) logic emphasizes that intangible operant resources, the foundation of IC, are at the core of competitive advantage.

Design/methodology/approach

A disclosure instrument based on S-D logic and designed specifically for the hotel industry was applied to the annual reports and sustainability reports (in English) of 30 Asian hotel companies. Content analysis measured the disclosures of dynamic IC assets typically overlooked by traditional IC disclosure instruments.

Findings

The majority of IC communication concerns lower-order basic operant resources. Although more than one-third of the companies’ disclosures of IC assets relate to collaborative processes and practices that support networked value-creation, most disclosures demonstrate a prevailing firm-centric orientation. IC items regarding reciprocated relationship and informational management were minimally reported.

Research limitations/implications

A single research approach was used. Future research could use other communication channels to triangulate.

Practical implications

The results highlight opportunities for hotel companies to better report their IC assets as part of their value-creating strategies.

Originality/value

This research is one of the first to operationalize S-D logic concerning IC. It provides a promising framework for understanding IC reporting in the hotel industry.

Keywords

Citation

Davey, J., Alsemgeest, R., O’Reilly-Schwass, S., Davey, H. and FitzPatrick, M. (2017), "Visualizing intellectual capital using service-dominant logic: What are hotel companies reporting?", International Journal of Contemporary Hospitality Management, Vol. 29 No. 6, pp. 1745-1768. https://doi.org/10.1108/IJCHM-12-2015-0733

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited