Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/263008 
Year of Publication: 
2020
Citation: 
[Journal:] Journal of Tourism, Hospitality & Culinary Arts [ISSN:] 2590-3837 [Volume:] 12 [Issue:] 2 [Publisher:] Universiti Teknologi MARA Malaysia [Place:] Puncak Alam, Selangor [Year:] 2020 [Pages:] 76-95.
Publisher: 
Universiti Teknologi MARA Malaysia, Puncak Alam, Selangor
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.
Subjects: 
Co-creation
Hospitality
Organizational innovation
Service innovation
Technological innovation
Creative Commons License: 
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Document Type: 
Article
Document Version: 
Published Version
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