Service Productivity in the Hotel Business

Bob Lillis ()
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Bob Lillis: Cranfield University

Chapter 9 in Driving Service Productivity, 2014, pp 167-189 from Springer

Abstract: Abstract In this chapter, Bob Lillis offers some insights into why service productivity is an on-going issue faced by all services due to its impact on organisational costs and competitiveness. As he shows, responsibility for the improvement of service productivity usually falls on service operations management. In this chapter, some of the main barriers that underline why service productivity improvement is so difficult to achieve are analysed and strategies that can help service operations managers overcome these barriers are developed. The chapter frames these issues and then explores them in the context of a successful hotel innovator—CitizenM. CitizenM is a boutique hotel located near Schiphol airport in Amsterdam, the Netherlands. The hotel was launched in 2008 with a unique service concept. Its success in recognising and overcoming the typical barriers to service productivity has allowed it to provide an effective delivery of a personalised guest experience while running a highly productive, ‘back’ and ‘front’ office. Since 2008, three further CitizenM hotels have been opened and a further 11 are in the planned pipeline. The case uses data from interviews with staff at the hotel and the Group Chief Operating Officer, Michael Levie (one of the four founding partners) to show how the typical barriers to service productivity were overcome.

Keywords: Service Productivity; Service Operation; Service Innovation; Experiential Service; Service Concept (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-05975-4_9

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DOI: 10.1007/978-3-319-05975-4_9

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