Online citations, reference lists, and bibliographies.

Knowledge-advanced Innovative Behaviour: A Hospitality Service Perspective

Farag Edghiem, Yusra Mouzughi
Published 2017 · Economics

Cite This
Download PDF
Analyze on Scholarcy
Share
Purpose The purpose of this paper is to explore the nature and implications of knowledge advanced through service employees’ innovative behaviour and leading to initiating innovation within the hotel service subsector. Design/methodology/approach A case study research method was applied to achieve the research objectives, which investigated two hotel properties resembling two personal–interactive service systems. In total, 52 semi-structured interviews were conducted along with other qualitative research methods, including the direct observation of employees, review of management archives/literature and the assessment of “micro cases”. Findings The research outcome highlights the role of knowledge as supplementary to the interlinked process of idea generation and development. A novel classification of two types of knowledge is revealed as pre-encounter and encounter-dependent knowledge, implicating four patterns of service employees’ innovative behaviour. Practical implications This paper recommends practical measures to nurture service employees’ innovative behaviour, leading to innovation. Originality/value This study contributes to service innovation research by providing an in-depth assessment at the micro level, overlooked to date, of the nature of knowledge and the service employees’ role in initiating innovation within the hotel service subsector.
This paper references
10.1007/S11747-009-0151-3
Frontline employee motivation to participate in service innovation implementation
Susan Cadwallader (2010)
10.4337/9781848440104.00012
Innovation and Involvement in Services
Jon Sundbo (2008)
10.1891/9780826193889.0004
Case study research
J. Hartley (2004)
10.1348/096317900167038
Job demands, perceptions of effort‐reward fairness and innovative work behaviour
Onne Janssen (2000)
Service Encounter Based: Innovation and Tourism
Flemming Brandt Sørensen (2012)
10.1108/13673271111179280
Recognizing Opportunities: Initiating Service Innovation in PSFs
Alban Fischer (2011)
10.1080/02642060903580664
Knowledge networks in the tourism sector of the Bournemouth, Poole, and Christchurch conurbation: preliminary analysis
M. McLeod (2010)
10.1080/09537325.2015.1061121
Customer preferences versus managerial decision-making in open innovation communities: the case of Starbucks
M. Rocío Martínez-Torres (2015)
10.1108/09564231211269847
Shaping, organizing, and rethinking service innovation: a multidimensional framework
L. Rubalcaba (2012)
10.1080/14616680601092857
The Geographies of Social Networks and Innovation in Tourism
F. Sørensen (2007)
10.1108/IJCHM-02-2014-0080
Management innovations in a Chinese hotel company: the case of 7 Days Inn
Y. Qin (2015)
10.1080/1331677X.2012.11517568
Innovation Activity in the Hotel Sector – the Case of Croatia
Smiljana Pivčević (2012)
10.1177/1938965511426562
Innovative Practices in the Spanish Hotel Industry
M. Vila (2012)
10.1016/j.im.2006.03.002
A procedure to design a structural and measurement model of Intellectual Capital: An exploratory study
M. L. Martínez-Torres (2006)
10.1207/s15327957pspr1003_1
How the Group Affects the Mind: A Cognitive Model of Idea Generation in Groups
B. Nijstad (2006)
10.1080/10400410802088779
Applying Multiple Knowledge Structures in Creative Thought: Effects on Idea Generation and Problem-Solving
S. Hunter (2008)
10.1207/S15326934CRJ152
Where Have We Been, Where Are We Going? Taking Stock in Creativity Research
Michael D. Mumford (2003)
10.1016/J.ANNALS.2013.01.003
Tourism and cross border regional innovation systems
Adi Weidenfeld (2013)
10.1016/J.RESPOL.2013.04.003
Organisational conditions for service encounter-based innovation
Flemming Brandt Sørensen (2013)
10.1016/J.IJHM.2014.01.001
Knowledge-based resources and innovation in the hotel industry.
Julia Nieves (2014)
10.1142/S1363919603000787
Determinants of Co-Workers' Innovative Behaviour: An Investigation into Knowledge Intensive Services
J. D. Jong (2003)
10.1108/09596111211237246
Innovation within the Australian outdoor hospitality parks industry
E. Brooker (2012)
10.1016/J.RESPOL.2003.07.004
Identifying innovation in surveys of services: A Schumpeterian perspective
Ina Drejer (2004)
10.1108/IJCHM-03-2015-0109
An extended model of employees’ service innovation behavior in the airline industry
Kwang Ho Lee (2016)
10.4337/9781849803304.00010
Towards a Theory of Innovation in Services: A State of the Art
Faïz Gallouj (2010)
10.1016/J.ANNALS.2014.01.005
Science and industry: Sharing knowledge for innovation
Hindertje Hoarau (2014)
10.1016/J.STRUECO.2012.07.003
Knowledge intensive business services and long term growth
Benoît Desmarchelier (2013)
10.1002/JTR.1933
Hotel Innovation and Its Effect on Business Performance
J. Mattsson (2014)
10.1016/J.IJRESMAR.2006.02.001
Exploring product and service innovation similarities and differences
E. Nijssen (2006)
10.1108/S2042-1443(2012)0000004010
Service Encounter-Based
Flemming Brandt Sørensen (2012)
10.1287/orsc.1090.0462
Cognitive Processes of Opportunity Recognition: The Role of Structural Alignment
Denis A. Grégoire (2010)
10.1080/10438599.2013.786581
Innovation and knowledge-intensive business service: the contribution of knowledge-intensive business service to innovation in manufacturing establishments
R. Shearmur (2013)
10.1037/0003-066X.52.1.57
Educational implications of analogy. A view from case-based reasoning.
J. Kolodner (1997)
10.1016/J.TECHSOC.2008.10.001
What we should know about knowledge-intensive business services
E. Muller (2009)
10.1002/J.2162-6057.2011.TB01430.X
Creative Self‐Efficacy and Innovative Behavior in a Service Setting: Optimism as a Moderator
L. Michael (2011)
10.1108/09564230910952744
Innovation in services: present findings, and future pathways
H. Droege (2009)
10.4337/9781788117449.00005
Innovations and Organizations
G. Zaltman (1973)
10.1080/02642060902749492
Emergence of innovations in services
M. Toivonen (2009)
10.1108/14601060210428186
Individual and team‐based idea generation within innovation management: organisational and research agendas
R. McAdam (2002)
10.1177/1094670503262946
The Four Service Marketing Myths
Stephen L. Vargo (2004)
10.1146/annurev.ps.42.020191.000245
COGNITIVE ARCHITECTURES FROM THE STANDPOINT OF AN EXPERIMENTAL PSYCHOLOGIST
W. Estes (1991)
10.1016/J.IJHM.2012.04.005
The effect of innovation on hotel market value
J. L. Nicolau (2013)
10.1108/EUM0000000005660
Toward a multi‐dimensional measure of individual innovative behavior
Robert F. Kleysen (2001)
10.1348/096317900167029
Shopfloor innovation: Facilitating the suggestion and implementation of ideas
C. Axtell (2000)
10.1016/J.TOURMAN.2009.08.012
A review of innovation research in tourism
Anne-Mette Hjalager (2010)
10.1037/0096-3445.133.4.534
Schematic influences on category learning and recognition memory.
Y. Sakamoto (2004)
10.1016/J.JRETAI.2006.10.002
Competing through service: Insights from service-dominant logic
R. Lusch (2007)
10.4337/9781849803304
The Handbook of Innovation and Services
Faïz Gallouj (2010)
10.1016/J.IJHM.2012.10.005
Enhancing business performance of hotels: The role of innovation and customer orientation
Ursula S. Grissemann (2013)
10.1080/13662710500087891
Do Services Innovate (Differently)? Insights from the European Innobarometer Survey
B. Tether (2005)
10.1142/S1363919611003209
STUDYING INNOVATION AND CHANGE ACTIVITIES IN KIBS THROUGH THE LENS OF INNOVATIVE BEHAVIOUR
T. Tuominen (2011)
10.1016/J.APGEOG.2012.06.004
Reconfiguring South Africa’s hotel industry 1990–2010: Structure, segmentation, and spatial transformation
Jayne M. Rogerson (2013)
10.1080/02642069.2011.623773
Roles of ‘small- and medium-sized enterprises’ in service industry innovation: a case study on leisure agriculture service in tourism regional innovation
Shih-Ming Hsu (2013)
10.2307/330063
Qualitative Evaluation and Research Methods
Jill K. Welch (1992)
10.2307/2010405
Rational Deterrence Theory and Comparative Case Studies
Christopher H. Achen (1989)
10.1016/J.TOURMAN.2005.11.011
Networks, clusters and innovation in tourism: a UK experience
M. Novelli (2006)
10.1080/15332845.2011.555732
What are the Drivers for Innovative Behavior in Frontline Jobs? A Study of the Hospitality Industry in Norway
Terje Slåtten (2011)
10.1080/09669582.2012.673618
Applying diffusion theory to destination stakeholder understanding of sustainable tourism development: a case from Thailand
Siripen Dabphet (2012)
10.1177/1938965512448176
Strategies for the Implementation of Service Innovations
Cathy A. Enz (2012)
Open Innovation: The New Imperative for Creating and Profiting from Technology
H. Chesbrough (2003)
10.1002/JOB.242
The bright and dark sides of individual and group innovation:a special issue introduction
O. Janssen (2004)



This paper is referenced by
Semantic Scholar Logo Some data provided by SemanticScholar