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Co-creation and service innovation as performance indicators in the hospitality industry

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  • Sharma, Vivek
  • Bhat, Dada Ab Rouf

Abstract

This study aims at assessing the impact of co-creation on service innovation and also explores the dimensions of service innovation in the hotel industry as a performance indicator. The study was carried out through self-administered questionnaires to collect the data from 317 managers and frontline staff members of the luxury hotels using non-probability convenient sampling method. Structured equation modeling (SEM) was used to test the hypothesized relationship. The study outcomes revealed an imperative knowledge about co-creation and service innovation by determining its impact on hotel's overall performance in the hospitality industry. Further, there was a significant impact of co-creation on service innovation which in-turn positively contributes to financial and non-financial performance and lastly, the technological innovation and organizational innovations were found as the key dimensions of service innovation. Finally, this study establishes a foundation for future research and offers managerial guidance in this increasingly important area as it can be widened to different service sectors that may lead to a more generalized outlook of the whole service industry.

Suggested Citation

  • Sharma, Vivek & Bhat, Dada Ab Rouf, 2020. "Co-creation and service innovation as performance indicators in the hospitality industry," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 12(2), pages 76-95..
    • Handle: RePEc:zbw:espost:263008
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    File URL: https://www.econstor.eu/bitstream/10419/263008/1/Co-creation%20and%20service%20innovation%20as%20performance%20indicators%20in%20the%20hospitality%20Industry.pdf
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    References listed on IDEAS

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    1. Wang, Zhan-ao & Zheng, Chengsi, 2022. "Is technological innovation the cure for overcapacity? Exploring mediating and moderating mechanisms," Journal of Business Research, Elsevier, vol. 147(C), pages 348-361.

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