Service Encounter-Based

Abstract

This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on theoretical discussions on potentials and obstacles, a Knowledge Chain Model of service encounter-based innovation in tourism is developed. It suggests how weak or broken knowledge chains limit companies’ potential for benefiting from service encounter-based innovation. The relevance of the model is illustrated by a comparative case study of four tourism companies. In light of the theoretical frameworks and empirical findings, the chapter suggests how experimental methods can join research and practice to enhance the innovative potential of tourism companies while providing the research community with valuable knowledge.

Citation

Sørensen, F. and Friis Jensen, J. (2012), "Service Encounter-Based", Fayos-solà, E. (Ed.) Knowledge Management in Tourism: Policy and Governance Applications (Bridging Tourism Theory and Practice, Vol. 4), Emerald Group Publishing Limited, Leeds, pp. 129-150. https://doi.org/10.1108/S2042-1443(2012)0000004010