Hotel service convergence innovation

Meiyun Li, Aaron Hsiao, Emily Jintao Ma and Shang-Jen Li

Journal of Global Scholars of Marketing Science, 2022, vol. 32, issue 3, 398-414

Abstract: Industry convergence has taken place in many different fields, making it a hot research topic. There are studies on industry convergence in the manufacturing industry, the food and pharmaceutical industries, and between manufacturing and services industries. The hospitality industry provides lodging and catering services, which provides a great platform to integrate multiple industries in order to enhance customer experience. However, there has been little focus on industry convergence in the hospitality or hotel industries. Therefore, a better understanding of service convergence innovation from both a systematic and a holistic perspective are needed. The result showed that in order to form effective mechanisms for coordination and integration of service, it was necessary to use systematic digital information technology, which could transfer practical experience into a standardized demonstrable learning database system. The implication of this study is that the illustrations on the factors as well as contexts to foster service convergence practices could facilitate managerial endeavors by hospitality business professionals. Appropriate incentive mechanisms which leverage as well as motivate partnership endeavors should be the core aligning individuals and organization goal instead of imposing regulative order.

Date: 2022
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DOI: 10.1080/21639159.2020.1808848

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