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Open innovation solution: new model in the hospitality industry

Waseem Ul Hameed (Centre of Excellence for Islamic Finance and Social Equity (CEIFSE), Department of Islamic and Conventional Banking (DICB), Institute of Business Management and Administrative Sciences (IBMAS), The Islamia University of Bahawalpur (IUB), Bahawalpur, Pakistan)
Muhammad Nawaz (School of Commerce and Accountancy, Minhaj University, Lahore, Pakistan)
Qasim Ali Nisar (Faculty of Social Sciences and Leisure Management, Taylor’s University, Subang Jaya, Selangor, Malaysia and Faculty of Business and Management, Superior University, Lahore, Pakistan)
Muhammad Farhan Basheer (Lahore Business School (LBS), University of Lahore, Lahore, Pakistan)
Shoaib Imtiaz (Department of Marketing and International Business (DMIB), Institute of Business Management and Administrative Sciences (IBMAS), The Islamia University of Bahawalpur (IUB), Bahawalpur, Pakistan)
Muhammad Bilal Zafar (School of Islamic Economics Finance and Banking, Minhaj University, Lahore, Pakistan)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 3 June 2022

Issue publication date: 12 July 2022




The primary purpose of this study is to provide a new model in the hospitality industry by incorporating open innovation (OI) as a significant business performance (BP) supporter. This study aims to examine OI’s role in fostering SI and BP in Malaysia’s hospitality industry.


Quantitative research approach with a cross-sectional design is used to carry out the current study. A questionnaire survey is conducted. A total of 201 valid responses were used to analyze the data through Smart PLS 3 structural equation modeling. The study sample comprises the managerial employees of hospitality companies.


The findings of this study revealed that OI has a crucial contribution to fostering service innovation (SI) and BP. Information and communication technology (ICT) increases external knowledge and internal innovation, which in turn increases knowledge management (KM). ICT intensifies KM in result, OI increases, which contribute expediting SI. Finally, increases in SI boost BP.

Practical implications

This study provides a comprehensive framework to boost hospitality industry performance. It gives vital cues to the hospitality industry for SI improvement and BP. This proposed framework is specific to the hospitality industry, and it has the potential to help the managers to have a better understanding of new ideas that can develop service quality and customer satisfaction.


This is one of the pioneer studies that formally documented OI’s role in Malaysia hospitality industry. This pioneering study provides the OI model for BP of the hospitality industry. Regarding the OI in the hospitality industry, managers’ and academicians’ implication is not well understood in the current literature.


本研究的主要目的是通过将开放式创新 (OI) 作为重要的业务绩效 (BP) 支持者, 为酒店业提供一种新模式。该研究旨在研究 OI 在促进马来西亚酒店业的 SI 和 BP 中的作用。


本论文采用横向比较的定量研究方法进行当前研究。本研究采用问卷进行调查。通过 Smart PLS 3 结构方程建模, 总共使用了 201 个有效样本来进行数据分析。研究样本包括酒店公司的管理人员。


研究结果表明, OI 对促进服务创新 (SI) 和 BP 做出了重要贡献。信息和通信技术(ICT)增加了外部知识(EK)和内部创新(II), 这反过来又增加了知识管理(KM)。 ICT在结果中强化了KM, OI增加, 这有助于提高SI。最后, SI 的增加会提高业务绩效。


本研究提供了一个全面的框架来提升酒店业的表现。本研究框架为酒店业的 SI 改进和 BP 提供了重要线索。这个提议的框架是针对酒店业的, 它可以帮助管理者更好地理解可以提高服务质量和客户满意度的新想法。


这是正式记录 OI 在马来西亚酒店业中的作用的先驱研究之一。这项开创性的研究为酒店业的 BP 提供了 OI 模型。关于酒店业的 OI, 其管理实践意义和学术意义在当前文献中并没有得到很好的理解。



The authors would like to acknowledge Dr Hisham Bin Mohammad, Dr Hanita Binti Kadir Shahar, Dr Owais Shafique and Mrs Shazma Razzaq to give them the valuable instructions and make them capable to produce good research.

Funding: The authors received no funding for the design of the study, data collection, analysis and interpretation of data or the writing of the manuscript.

Authors’ contributions: Waseem Ul Hameed presented the main idea and worked on key section of this study. Muhammad Nawaz worked on the literature of this study and data collection. Qasim Ali Nisar supported in data collection. Shoaib Imtiaz worked on the data analysis. Bilal Zafar presented the conclusion section. Muhammad Farhan Basheer proofread the article.

Availability of data and material: Secondary data from prior studies were used to build the theoretical basis of the current study, as cited in the body of manuscript and references are given in bibliography. However, primary data were collected from respondents. The data set used and analyzed during this study is available from the corresponding author on reasonable request.


Ul Hameed, W., Nawaz, M., Nisar, Q.A., Basheer, M.F., Imtiaz, S. and Zafar, M.B. (2022), "Open innovation solution: new model in the hospitality industry", Journal of Hospitality and Tourism Technology, Vol. 13 No. 4, pp. 742-762.



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