Crossing the barrier of service innovation in hotel industry: An integrating process view

Even though innovations are desirable, the customers and organization may resist them. This paper explores how the firm crosses the barrier of service innovation and discusses the organizational management issue. This study uses hotel industry as empirical setting and takes the service-oriented approach. From the case study, it finds out that the radical and incremental innovation is integrated. While radical innovation can be viewed as market driving idea which comes from the leader´s vision of market opportunity, the incremental innovation from the service team is a sufficient material. The integrating process is supported by the entrepreneurial management which includes both control system and inducement system. Control system is a well-developed innovation process. However, considering service is a combination of processes, people skills, and materials, the inducement system of service entrepreneurship is important. It makes the firm overstep the service standard operation procedure (SOP) and pursue sustainability.