hypertext transfer protocol://cqx.sagepub.com/ How to Develop Successful cordial reception Innovation
Michael Ottenbacher and Juergen Gnoth Cornell Hotel and Restaurant Administration Quarterly 2005 46: 205 inside: 10.1177/0010880404271097 The online edition of this article can be found at: hypertext transfer protocol://cqx.sagepub.com/content/46/2/205
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© 2005 CORNELL UNIVERSITY DOI: 10.1177/0010880404271097 Volume 46, Number 2 205-222
10.1177/0010880404271097
How to Develop Successful Hospitality Innovation
by MICHAEL OTTENBACHER and JUERGEN GNOTH A survey of 184 German hoteliers identified golf club factors that promote successful service innovations.
The study found that the constitution of the innovation is far less important than the effectiveness of a hotels human resources management and employee training, empowerment, and commitment to the service. Ensuring that the innovation is matched to the targeted trade is important, of course, but such factors as effective marketing confabulation and public relations do not seem to stake innovations success. Also important is the tangible nature of the service, but having innovative technology was not a significant factor in new-service development for these hoteliers. Keywords: service innovation; human resources
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