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Article
Publication date: 1 December 2005

Liana Victorino, Rohit Verma, Gerhard Plaschka and Chekitan Dev

The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of…

31989

Abstract

Purpose

The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new services on both service development and operational strategy.

Design/methodology/approach

The analysis is based on a national survey of approximately 1,000 travelers in the United States, using a web‐based data acquisition approach. The travelers are segmented by reason of travel (business or leisure), and discrete choice analysis is applied to model customer preferences for various hotel service innovations.

Findings

Overall, the study finds that service innovation does matter when guests are selecting a hotel, with type of lodging having the largest impact on a customer's hotel choice. In addition, service innovation is found to have a larger influence on choices when guests are staying at economy hotels rather than mid‐range to up‐scale hotels. Also, leisure travelers were found to be more influenced by innovative amenities such as childcare programs and in‐room kitchenettes than business travelers.

Practical implications

The understanding of customers' choices allows managers to better design their service offerings and formulate corresponding operational strategies around customer needs.

Originality/value

This paper examines the addition of innovation to the hotel service concept and is an excellent tool for managers deciding on which innovations to implement.

Details

Managing Service Quality: An International Journal, vol. 15 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Content available
Article
Publication date: 1 March 2005

Kirk C. Heriot and Noel D. Campbell

Entrepreneurship has been widely recognized as having greatly influenced the United States. Its influence has especially been documented over the past 20 years. Paralleling our…

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Abstract

Entrepreneurship has been widely recognized as having greatly influenced the United States. Its influence has especially been documented over the past 20 years. Paralleling our societal interest in entrepreneurship has been increasing interest in entrepreneurship education. While our interest in entrepreneurship education has grown considerably over the past two decades, this field of study continues to have critics both within and outside of schools and colleges of business (Kuratko 2004). In spite of these criticisms, some researchers suggest that the United States is still far ahead of other regions of the world in terms of entrepreneurial education (Solomon et al. 1998).

Using entrepreneurship education in the United States as a point of departure, this article uses a case study to analyze the efforts of a private university in Bogota, Colombia, to create a new program in entrepreneurship. The Colombian Legislature passed Law 590 in July 2000 as a means to promote and develop entrepreneurship in the nation. Shortly thereafter a private university in Bogota started a new program in entrepreneurship. At the university's invitation, a small number of faculty from U.S. universities participated in the school's “kick-off” efforts. The paper offers analysis and recommendations based on five criteria: 1) What is taught, 2) Why it is taught, 3) How it is taught, 4) How well it works, and 5) Leadership support. In addition, rather than simply adopting a U.S. or European model of entrepreneurship education, the authors propose that they should develop a center that integrates lessons from other models with elements that are relevant to the local situation.

Details

New England Journal of Entrepreneurship, vol. 8 no. 2
Type: Research Article
ISSN: 2574-8904

Article
Publication date: 1 December 2005

Allard C.R. van Riel

This paper introduces the special issue on service innovation management.

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Abstract

Purpose

This paper introduces the special issue on service innovation management.

Design/methodology/approach

Provides a brief review of the papers within the issue.

Findings

Compares and contextualizes the contributions, finding that the papers use state of the art methodologies and each furthers knowledge of service innovation management – a recently emerged academic discipline.

Originality/value

The perspectives considered represents a small sample of the diversity that exists within this area.

Details

Managing Service Quality: An International Journal, vol. 15 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

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