•Implications of the interactive and supportive service innovation on tourism service firms' performance.•Association between the stimulus factors of innovation management and interactive and ...supportive service innovation.•Adoption of employee commitment moderating variable between stimulus factors of innovation management on interactive service innovations.•Prompting tourism service managers' decisions to develop human related factors to enhance service innovation and financial and marketing performance.
Firm size, collaboration, foreign ownership and the level of formal training for employees are just some of the key inputs considered to be important in the amount of Service innovation in Tourism firms. However work has called for a greater empirical understanding on service innovation in Tourism and deeper consideration of employment focused practices as front line employees are crucial to innovation. The relationship customers have with service providers is a key determinate of satisfaction and as such the aim of this research is to unpick further the human-related factors associated with this area of study. Data for this research paper were gathered from 201 tourism service firms located throughout Japan. Whilst the results indicate that committed front-line employees and leadership are found to be the primary antecedents of service innovation, knowledge management and instilling creativity through the firm are also key. Our results suggestion that organizations can leverage the benefits associated with human-related factors to enhance service innovation behaviours and increase business performance.
•This paper contributes to the literature about service innovation in the hospitality sector by focusing on the effect of organization structure on service innovativeness and the subsequent effect of ...receptivity to new ideas on service performance.•The role of the adoption and confluences of organic structure along inter-functional coordination and learning orientation on service innovation is tested using a sample of Japanese hotel managers.•This helps to understand the moderating role of inter functional coordination along with the organizational learning orientation on service innovativeness and how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors.•Our theoretical underpinning builds on the assumptions that greater learning orientation and inter functional coordination moderates the effect of organic structure and service innovativeness.•The results show that the impact of organic structure on service innovativeness is positive when inter functional coordination and learning orientation increased.•The implications for hospitality managers are that there needs to be more possible course of actions on specific structure elements and entrepreneurial activities influencing service innovativeness as it can enhance efficiency and effectiveness of the hotel performance.
This paper aims to investigate the influence of organizational structure on service innovativeness by testing the moderating roles of learning orientation and inter-functional coordination. This helps to understand how organic structure influences service innovativeness when it is effectively leveraged with favorable organizational factors. Data were collected from 178 hotel managers and executives in Japan and moderated regression analysis was performed to analyze the data. Findings of the study suggest that higher levels of service innovativeness are positively related to higher levels of hotel business performance. In addition, organic structure makes a positive influence on service innovativeness and an increase in the levels of learning orientation boost the effectiveness of organic structure on service innovativeness. Moreover, the positive association between organic structure and service innovativeness become stronger when all firm’s functions make an attempt to cooperate and contribute to disseminating customers and competitors’ information in the hotels. These findings contribute to understanding how hotel service innovation is affected by service innovativeness, organizational structure, learning orientation and inter-functional coordination.
Cyprus' volatile political environment lends an interesting case for enhancing knowledge on the politics of tourism. The importance of tourism for the island's economy makes the study of the ...political influences on the new-found goal of sustainable tourism development imperative. This paper investigates the political factors influencing sustainable tourism implementation in Cyprus. Analysis is informed by Lukes' conceptualisation of power relations. Drawing on semi-structured interviews with key stakeholders, the findings suggest that sustainable tourism implementation continues to be problematic, given Cyprus' complex political context, which is highly susceptible to external axes of power. The strong influence of the socio-cultural environment on the politics driving sustainable tourism inhibits its effective implementation. This paper proposes a theoretical framework and a methodology for studying the politics of sustainable tourism development.
•Sustainable tourism implementation in complex political contexts is problematic.•Strong influence of politics on sustainable tourism development and implementation.•External axes of power shape the political milieu of tourism.•Interface between the political system and social environment is influential.•Sustainability discourse requires a sophisticated approach regarding ‘power’.
While environmental corporate social responsibility (CSR) has gained increased attention in sustainable tourism research, little is known about its impacts on customers in the context of the ...airlines. This study investigates the impact of environmental CSR on two critical customer outcomes, namely, purchase intention (PI) and switching behavior (SB). In light of the stimulus–organism–response (S-O-R) framework, this study further examines the joint mediating impact of customer equity drivers (CEDs) in the previously mentioned relationships. With a sample of Iranian air travelers, the results of the structural equation model revealed that environmental CSR significantly affects CEDs. While CEDs predict PI, they failed to reduce SB. Hence, CEDs jointly mediate the impact of environmental CSR on PI only. The results of the current study reveal nuances in the service marketing research by extending the impact of environmental CSR on travelers’ PI and SB via CEDs. Theoretical and practical implications are provided.
This paper reviews the theoretical underpinnings of co-production and co-creation and discusses these service production approaches in a hotel context. Based on a synthesis of the literature, we ...present a co-production to co-creation matrix and offer several propositions: (1) the co-production versus co-creation concepts create a continuum rather than a dichotomy; (2) service innovation and the customisation of service production are conceived as lying somewhere between co-production and cocreation on this continuum; and (3) the key factors that define a typology of service production types (co-production, service innovation, customisation, and co-creation) include the primary value-creation driver and customer involvement/dialogue type. We further discuss the benefits for hotels of moving from co-production to co-creation on this continuum. As one of the first papers to discuss co-creation in hospitality, it contributes to the field by providing specific theoretical and practical implications for how hotel companies can move from co-production to co-creation.
Given the numerous environmental issues facing the hotel industry, there is growing pressure to respond to them by implementing sustainable strategies such as green human resource management (HRM) ...practices. Thus, there is a need to examine how green HRM enhances environmental performance. Accordingly, this study explores the causal relationship between green HRM, employees’ pro-environmental performance (P-EP), environmental awareness, and servant leadership. The data were collected from employees working in hotels in Almaty, Kazakhstan. Smart PLS was utilized to conduct validity and reliability tests and to design structural equation modeling. The findings show that environmental awareness mediates the impacts of green HRM on proactive P-EP, but does not support task-related P-EP. Also, servant leadership does not moderate the relationship between green HRM and task-related. Drawing on social exchange, social cognitive, and social learning theory, this study provides theoretical contributions, practical implications, and useful recommendations for managers and scholars in the hospitality industry.
Purpose
The purpose of this study is to review and synthesise recent studies in the sharing economy literature and identify the knowledge gap and future opportunities for hospitality and tourism ...researchers.
Design/methodology/approach
The study commences by introducing sharing economy models and strategic frameworks for profitable service enabler performance. Following this, it identifies emerging overarching theories (e.g. complexity theory, social exchange theory, norm activation model, and value co-creation) and some emerging themes (i.e. trust and reputation, disruptive behaviour, choice and segmentation, pricing strategies, socially excluded consumers, personality and satisfaction) in current hospitality and tourism studies from top-tier journals.
Findings
The findings of the study suggest new paths for advancing theoretical and practical implications for hospitality and tourism studies.
Practical implications
The themes, models and overarching theories reviewed in this study are relevant and insightful across the fulcrum of hospitality and tourism research. It offers several useful guides for practitioners and academics to trace relevant literature on different aspects of sharing economy and perceptibly highlight the gaps in existing studies.
Originality/value
The paper provides new directions to broaden interdisciplinary and multidisciplinary approaches undertaken by scholars within both the field of hospitality and tourism management and beyond.
Purpose
This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and ...emerging topics in the discipline.
Design/methodology/approach
This study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach.
Findings
The findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain.
Research limitations/implications
It calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline.
Practical implications
Through exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers.
Originality/value
To the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline.
Investigación en servicios: pasado, presente y agenda de investigación
Propósito
Este estudio explora la investigación de servicios pasada y presente y proporciona una agenda de investigación, presentando un panorama general de las conexiones intelectuales y los temas emergentes en la disciplina.
Metodología
Este estudio es un análisis empírico de las citas y co-citas sobre una muestra de 5.837 artículos publicados en las principales revistas de servicios (1981–2020). Se utilizó el análisis de redes para examinar los datos. Este trabajo es único en la realización de la investigación a nivel de publicación individual, en lugar de utilizar el enfoque habitual de análisis de co-citación de autores agregados.
Conclusiones
Los resultados revelan que los temas principales de la investigación sobre servicios se centran en la satisfacción del cliente, la calidad del servicio, la lógica del servicio dominante, los fundamentos metodológicos, la orientación al mercado y el encuentro de servicios. También se clarifica un ámbito periférico que puede adquirir mayor importancia en el futuro (la tecnología). Los resultados también presentan puntos de anclaje para el encuadre y el desarrollo conceptual de diversos temas importantes.
Originalidad
Este estudio es el primero que utiliza un análisis de citas, co-citas y redes para analizar la investigación en servicios publicada en las principales revistas de servicios. Proporciona una importante contribución a la teoría al combinar las principales áreas conceptuales y los intereses de la disciplina.
Implicaciones prácticas
Mediante la exploración de la transformación de la investigación en servicios en un modelo centrado en el cliente y en la lógica de los servicios basados en la tecnología, este estudio ofrece posibles implicaciones para los profesionales y nuevas áreas de investigación para los investigadores.
Implicaciones
Se reclama un mayor esfuerzo académico para evaluar la investigación de servicios considerando diferentes paradigmas epistemológicos, como el positivismo, el monologismo y la hermenéutica, para comprender mejor el proceso y el progreso de la disciplina.
服务研究：过去、现在和未来的研究议程
目的
本研究旨在探索过去和现在的服务研究, 并通过展示该学科的知识联系和新兴主题的全局, 为服务研究领域的学者提供未来的研究议程。
设计/方法/途径
本文是基于1981年到2020年12月期间发表在五个领先服务类期刊上的5,837篇文章进行引用和共同引用的实证分析, 并采用网络分析法对数据进行分析和分类。这项研究的独到之处在于在单个出版物层面上进行调查, 而不是采用正常的汇总作者共被引分析方法。
研究结果
我们的调查结果显示, 服务研究的主题主要集中在顾客满意度、服务质量、服务主导逻辑、方法论基础、市场导向和服务遭遇。同时, 还阐明了未来可能变得更加重要的外围领域（即技术）。研究结果还提出了概念框架和概念发展的锚点–概念图的五个主要主题对导航知识领域的理论发现和论证至关重要。
原创性
本研究首次使用引文、共同引文和网络分析来考察发表在领先服务期刊上的服务研究。它结合特定学科的主要概念领域和兴趣, 为理论研究做出了重要的贡献。它还确定了我们在服务学术研究中已知和未知的内容。
实践意义
通过探索服务研究转变为以客户为中心的模式和基于技术的服务逻辑, 本研究为从业者提供了启示, 也为后续服务研究指引了值得进一步研究的领域。
研究局限/意义
本文呼吁更多的学术研究通过考虑不同的认识论范式, 例如实证主义、一元论和解释学来评估服务研究, 以便更好地了解该学科的过程和进展。本文还呼吁未来研究可以尝试填补本文研究结果提出的知识空白。
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