IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v9y2015i1p97-113.html
   My bibliography  Save this article

Developing service innovation capability in the hotel industry

Author

Listed:
  • Ta-Wei Tang
  • Michael Wang
  • Ya-Yun Tang

Abstract

Service innovation capability is crucial for an international hotel to acquire a competitive advantage, which enables the hotel to respond to or exceed customer expectations for novel and unique services. Service innovation capability is deemed contributive to hotels’ competitive advantages, however, research exploring the ways of improving service innovation capability is scant. In addition, while social capital cultivates the power of innovation, research on the process of transforming available resources embedded in social interaction into actual service innovation capability is limited as well. Thus, the purpose of this study is to investigate the effect of social capital on service innovation capability through knowledge sharing in the hotel industry. Using samples from the international tourist hotels in Taiwan, results of this study show that knowledge sharing mediates the effects of social capital on service innovation capability. Knowledge sharing is a mechanism for transforming the innovation potential of social capital into actual service innovation capability. Based on the findings, the implications and research directions are then discussed. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • Ta-Wei Tang & Michael Wang & Ya-Yun Tang, 2015. "Developing service innovation capability in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 97-113, March.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:1:p:97-113
    DOI: 10.1007/s11628-013-0220-z
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11628-013-0220-z
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11628-013-0220-z?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Merlo, Omar & Bell, Simon J. & Menguc, Bulent & Whitwell, Gregory J., 2006. "Social capital, customer service orientation and creativity in retail stores," Journal of Business Research, Elsevier, vol. 59(12), pages 1214-1221, November.
    2. Li, Li, 2005. "The effects of trust and shared vision on inward knowledge transfer in subsidiaries' intra- and inter-organizational relationships," International Business Review, Elsevier, vol. 14(1), pages 77-95, February.
    3. Akbar Zaheer & Bill McEvily & Vincenzo Perrone, 1998. "Does Trust Matter? Exploring the Effects of Interorganizational and Interpersonal Trust on Performance," Organization Science, INFORMS, vol. 9(2), pages 141-159, April.
    4. Justin J. P. Jansen & Frans A. J. Van Den Bosch & Henk W. Volberda, 2006. "Exploratory Innovation, Exploitative Innovation, and Performance: Effects of Organizational Antecedents and Environmental Moderators," Management Science, INFORMS, vol. 52(11), pages 1661-1674, November.
    5. Le Hau & Pham Thuy, 2012. "Impact of service personal values on service value and customer loyalty: a cross-service industry study," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 137-155, June.
    6. Lucia Crevani & Kristina Palm & Annika Schilling, 2011. "Innovation management in service firms: a research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 177-193, June.
    7. O'Cass, Aron & Sok, Phyra, 2013. "Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation," Journal of Business Research, Elsevier, vol. 66(8), pages 1074-1084.
    8. Orfila-Sintes, Francina & Mattsson, Jan, 2009. "Innovation behavior in the hotel industry," Omega, Elsevier, vol. 37(2), pages 380-394, April.
    9. Samer Faraj & Lee Sproull, 2000. "Coordinating Expertise in Software Development Teams," Management Science, INFORMS, vol. 46(12), pages 1554-1568, December.
    10. Thierry Rayna & Ludmila Striukova, 2009. "Luxury without guilt: service innovation in the all-inclusive hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 3(4), pages 359-372, December.
    11. Insu Cho & Heejun Park & Jeongil Choi, 2011. "The impact of diversity of innovation channels on innovation performance in service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 277-294, September.
    12. George P. Huber, 1991. "Organizational Learning: The Contributing Processes and the Literatures," Organization Science, INFORMS, vol. 2(1), pages 88-115, February.
    13. Yang, Ching-Chiao & Marlow, Peter B. & Lu, Chin-Shan, 2009. "Assessing resources, logistics service capabilities, innovation capabilities and the performance of container shipping services in Taiwan," International Journal of Production Economics, Elsevier, vol. 122(1), pages 4-20, November.
    14. Daniel Z. Levin & Rob Cross, 2004. "The Strength of Weak Ties You Can Trust: The Mediating Role of Trust in Effective Knowledge Transfer," Management Science, INFORMS, vol. 50(11), pages 1477-1490, November.
    15. Leonidou, Leonidas C. & Leonidou, Constantinos N. & Fotiadis, Thomas A. & Zeriti, Athina, 2013. "Resources and capabilities as drivers of hotel environmental marketing strategy: Implications for competitive advantage and performance," Tourism Management, Elsevier, vol. 35(C), pages 94-110.
    16. Wei‐ping Wu, 2008. "Dimensions of Social Capital and Firm Competitiveness Improvement: The Mediating Role of Information Sharing," Journal of Management Studies, Wiley Blackwell, vol. 45(1), pages 122-146, January.
    17. Hult, G. Tomas M. & Ferrell, O. C., 1997. "Global organizational learning capacity in purchasing: Construct and measurement," Journal of Business Research, Elsevier, vol. 40(2), pages 97-111, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen, 2021. "The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 209-229, June.
    2. Mercy Mpinganjira, 2019. "Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 269-287, June.
    3. Sang M. Lee & Jin Sung Rha, 2018. "A network text analysis of published papers in service business, 2007–2017: research trends in the service sector," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 809-831, December.
    4. Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
    5. Asuman Akdogan & Emine Kale, 2017. "Impacts Of Internal Factors In Organisations On Creative And Innovative Performance In Hospitality Companies," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(06), pages 1-24, August.
    6. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
    7. Chi, Nguyen Thi Khanh, 2021. "Innovation capability: The impact of e-CRM and COVID-19 risk perception," Technology in Society, Elsevier, vol. 67(C).
    8. Jen-Son Cheng & Yong Xiang & Peter J. Sher & Chia-Wei Liu, 2018. "Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 169-201, March.
    9. Ghantous, Nabil & Alnawas, Ibrahim, 2020. "The differential and synergistic effects of market orientation and entrepreneurial orientation on hotel ambidexterity," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    10. Nadia Loukil & Ouidad Yousfi, 2022. "Do CEO’s traits matter in innovation outcomes?," Journal of International Entrepreneurship, Springer, vol. 20(3), pages 375-403, September.
    11. María A. Quintás & Ana I. Martínez-Senra & Adela García-Pintos, 2023. "Is the hotel industry really committed to the environment? Answering using the business models framework," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 395-428, March.
    12. Ramon B. Narcizo & Alberto G. Canen & Iara Tammela, 2017. "A conceptual framework to represent the theoretical domain of “innovation capability” in organizations," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 13(1), pages 147-166.
    13. Nguyen Thi Mai Trang & Nguyen Dinh Tho, 2019. "The role of proactive postsales services in supplier innovativeness and customer satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 249-268, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dirk Clercq & Lianxi Zhou & Aiqi Wu, 2016. "Unpacking the relationship between young ventures’ international learning effort and performance in the context of an emerging economy," International Entrepreneurship and Management Journal, Springer, vol. 12(1), pages 47-66, March.
    2. Bai, Yuntao & Lin, Li & Li, Peter Ping, 2016. "How to enable employee creativity in a team context: A cross-level mediating process of transformational leadership," Journal of Business Research, Elsevier, vol. 69(9), pages 3240-3250.
    3. Romina Cheraghalizadeh & Hossein Olya & Mustafa Tumer, 2021. "The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building," Sustainability, MDPI, vol. 13(7), pages 1-15, April.
    4. Narda R. Quigley & Paul E. Tesluk & Edwin A. Locke & Kathryn M. Bartol, 2007. "A Multilevel Investigation of the Motivational Mechanisms Underlying Knowledge Sharing and Performance," Organization Science, INFORMS, vol. 18(1), pages 71-88, February.
    5. Ellen Enkel & Annika Groemminger & Sebastian Heil, 2018. "Managing technological distance in internal and external collaborations: absorptive capacity routines and social integration for innovation," The Journal of Technology Transfer, Springer, vol. 43(5), pages 1257-1290, October.
    6. Ojha, Divesh & Struckell, Elisabeth & Acharya, Chandan & Patel, Pankaj C., 2018. "Supply chain organizational learning, exploration, exploitation, and firm performance: A creation-dispersion perspective," International Journal of Production Economics, Elsevier, vol. 204(C), pages 70-82.
    7. Sirkka L. Jarvenpaa & Ann Majchrzak, 2008. "Knowledge Collaboration Among Professionals Protecting National Security: Role of Transactive Memories in Ego-Centered Knowledge Networks," Organization Science, INFORMS, vol. 19(2), pages 260-276, April.
    8. Majuri, Matti, 2022. "Inter-firm knowledge transfer in R&D project networks: A multiple case study," Technovation, Elsevier, vol. 115(C).
    9. Sheng, Margaret L. & Hartmann, Nathaniel N., 2019. "Impact of subsidiaries' cross-border knowledge tacitness shared and social capital on MNCs' explorative and exploitative innovation capability," Journal of International Management, Elsevier, vol. 25(4).
    10. Zahoor, Nadia & Al-Tabbaa, Omar, 2021. "Post-entry internationalization speed of SMEs: The role of relational mechanisms and foreign market knowledge," International Business Review, Elsevier, vol. 30(1).
    11. Adomako, Samuel & Amankwah-Amoah, Joseph & Dankwah, George Obeng & Danso, Albert & Donbesuur, Francis, 2019. "Institutional voids, international learning effort and internationalization of emerging market new ventures," Journal of International Management, Elsevier, vol. 25(4).
    12. Zhi Yang & Xuemin Zhou & Pengcheng Zhang, 2015. "Discipline versus passion: Collectivism, centralization, and ambidextrous innovation," Asia Pacific Journal of Management, Springer, vol. 32(3), pages 745-769, September.
    13. Mario Corona & Youngjung Geum & Sungjoo Lee, 2017. "Patterns of Protecting Both Technological and Nontechnological Innovation for Service Offerings: Case of the Video-Game Industry," Service Science, INFORMS, vol. 9(3), pages 192-204, September.
    14. Xin Liu & Lin Zhang & Abhinav Gupta & Xiaoming Zheng & Changqi Wu, 2022. "Upper echelons and intra‐organizational learning: How executive narcissism affects knowledge transfer among business units," Strategic Management Journal, Wiley Blackwell, vol. 43(11), pages 2351-2381, November.
    15. Lefebvre, Virginie Marie & Sorenson, Douglas & Henchion, Maeve & Gellynck, Xavier, 2016. "Social capital and knowledge sharing performance of learning networks," International Journal of Information Management, Elsevier, vol. 36(4), pages 570-579.
    16. Svante Andersson & Natasha Evers, 2015. "International opportunity recognition in international new ventures—a dynamic managerial capabilities perspective," Journal of International Entrepreneurship, Springer, vol. 13(3), pages 260-276, September.
    17. Dirk De Clercq & Dimo Dimov, 2008. "Internal Knowledge Development and External Knowledge Access in Venture Capital Investment Performance," Journal of Management Studies, Wiley Blackwell, vol. 45(3), pages 585-612, May.
    18. D’Angelo, Alfredo & Presutti, Manuela, 2019. "SMEs international growth: The moderating role of experience on entrepreneurial and learning orientations," International Business Review, Elsevier, vol. 28(3), pages 613-624.
    19. Chauvet, Vincent & Chollet, Barthélemy & Soda, Giuseppe & Huault, Isabelle, 2011. "The contribution of network research to managerial culture and practice," European Management Journal, Elsevier, vol. 29(5), pages 321-334.
    20. Jody Hoffer Gittell & Rob Seidner & Julian Wimbush, 2010. "A Relational Model of How High-Performance Work Systems Work," Organization Science, INFORMS, vol. 21(2), pages 490-506, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:9:y:2015:i:1:p:97-113. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.