Business and Management INK

Strategies for Success in Service Innovation

July 8, 2012 983

Cathy A. Enz of the Cornell University School of Hotel Administration published “Strategies for the Implementation of Service Innovations” on June 6, 2012 in Cornell Hospitality Quarterly. To see more OnlineFirst articles, click here.

The abstract:

Implementation strategies are the ways in which information about a new service innovation are shared with those employees who must execute on the innovation. This article examines the relationship between innovation success and the frequency of use of various strategies for the implementation of two specific nationwide service innovations in the North American hotels of a global lodging chain. Cost and service quality–based innovations were found to rely on different implementation strategies, suggesting that the connection between an implementation strategy and success depends on the type of innovation. In the hotel chain studied, the most successful strategy for implementing quality innovations was individual counseling, while rewards and focus groups were most strongly associated with success when implementing cost-based innovations. A mix of execution strategies including implementation by persuasion, leader intervention, participation, and even edict were linked to service innovation success. Participative employee-centered implementation strategies emerged as the most critical in the diffusion of service innovations.

To learn more about Cornell Hospitality Quarterly, follow this link. To recieve email alerts about newly published articles and issues, click here.

Business and Management INK puts the spotlight on research published in our more than 100 management and business journals. We feature an inside view of the research that’s being published in top-tier SAGE journals by the authors themselves.

View all posts by Business & Management INK

Related Articles

From Isolation to Impact: Tackling the Emotional Toll of Ethnographic Research in Business and Society
Business and Management INK
April 22, 2025

From Isolation to Impact: Tackling the Emotional Toll of Ethnographic Research in Business and Society

Read Now
“Everything Not Saved Will Be Lost.” –Nintendo “Quit Screen” Message
Business and Management INK
April 8, 2025

“Everything Not Saved Will Be Lost.” –Nintendo “Quit Screen” Message

Read Now
Author Reflections on Intraorganizational Developmental Networks
Business and Management INK
April 2, 2025

Author Reflections on Intraorganizational Developmental Networks

Read Now
Changing the World or Changing Ourselves?
Business and Management INK
March 12, 2025

Changing the World or Changing Ourselves?

Read Now
Generative AI Literacy: A Proposed Way Forward

Generative AI Literacy: A Proposed Way Forward

In this article, co-authors Stefanie Beninger, Alex Reppel, Julie Stanton and Forrest Watson reflect on the inspiration behind their research article, “Facilitating Generative AI […]

Read Now
Exploring the Psychosocial Correlation of Skin Lightening Products

Exploring the Psychosocial Correlation of Skin Lightening Products

In this article, co-authors Hanan Afzal, Sameer Deshpande, and Joan Carlini reflect on the history and inspiration behind their new research article, “Glowing Beyond Shades: […]

Read Now
Exploring the Impact of COVID-19 on the European Union Emission Trading Scheme

Exploring the Impact of COVID-19 on the European Union Emission Trading Scheme

In this article, co-authors Abhinava Tripathi, Charu Vadhava, and Ravi Raushan Jha reflect on the inspiration behind their research article, “Pricing efficiency of European carbon […]

Read Now
0 0 votes
Article Rating
Subscribe
Notify of
guest

This site uses Akismet to reduce spam. Learn how your comment data is processed.

0 Comments
Newest
Oldest Most Voted
Inline Feedbacks
View all comments