Article, 2023

Developing innovation capability in the hotel industry, who and what is important? A mixed methods approach

Tourism Economics, ISSN 2044-0375, 1354-8166, Volume 30, 3, Pages 728-748, 10.1177/13548166231179840

Contributors

Chandran, V G R [1] Ahmed, Tariq [2] Jebli, Fedwa [2] Josiassen, Alexander 0000-0003-0348-1682 (Corresponding author) [3] [4] Lang, Eva [4]

Affiliations

  1. [1] University of Malaya
    2. [NORA names: Malaysia; Asia, South];
  2. [2] International University of Rabat
    3. [NORA names: Morocco; Africa];
  3. [3] James Cook University Singapore
    4. [NORA names: Singapore; Asia, South];
  4. [4] Copenhagen Business School
    5. [NORA names: CBS Copenhagen Business School; University; Denmark; Europe, EU; Nordic; OECD]

Abstract

This study employs a sequential mixed methods design to examine the dynamic roles of leadership, customer orientation, and customer collaboration on the innovation capability and performance of Malaysian hotels. An exploratory qualitative assessment based on semi-structured interviews was conducted to provide a comprehensive understanding of the contextual environment and establish a robust conceptual framework. A confirmatory survey among Malaysian hotel managers allowed for the empirical testing of the hypotheses. The results suggest that customer orientation is a key element that directly promotes hotels’ innovation capabilities. The results further show that the influence of customer collaboration on innovation can be enhanced by a transformational leader. Improvements in innovation capabilities have lasting effects on hotel performance, underscoring their strategic importance in the dynamic hospitality sector. These findings offer important implications for top management and decision-making personnel seeking to leverage innovation as a means of improving performance and gaining a competitive edge.

Keywords

Malaysian hotels, assessment, capability, collaboration, competitive edge, comprehensive understanding, conceptual framework, confirmatory survey, contextual environment, customer collaboration, customer orientation, customers, decision-making personnel, dynamic role, edge, effect, elements, empirical tests, environment, exploratory qualitative assessment, findings, framework, hospitality sector, hotel, hotel industry, hotel managers, hotel performance, hypothesis, importance, improved performance, improvement, industry, influence, innovation, innovation capability, interviews, leaders, leadership, leverage innovation, management, method, mixing method, orientation, performance, personnel, qualitative assessment, results, robust conceptual framework, role, sector, semi-structured interviews, sequential mixed method, strategic importance, study, survey, test, transformational leaders, understanding

Funders

  • University of Malaya

Data Provider: Digital Science

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