The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory
For the past decade, the service sector has seen innovation-led changes that result in greater dynamism productivity growth rate. Despite the importance of innovation to all organisations, prior research has mainly focused on high technology and manufacturing industries. The hotel industry is cha...
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my-uitm-ir.611662022-06-08T06:03:33Z The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory 2020-08 Gregory, Margaret Lucy Service industries Hospitality industry. Hotels, clubs, restaurants, etc. Food service For the past decade, the service sector has seen innovation-led changes that result in greater dynamism productivity growth rate. Despite the importance of innovation to all organisations, prior research has mainly focused on high technology and manufacturing industries. The hotel industry is characterised as a human-intensive service provider, therefore, innovation, particularly service innovation, does not generally depend on technological and scientific contributions. Most often, innovation in this industry is derived from human interaction that often leads to little adjustments or continuous improvement to meet potential customer expectations and to satisfy the current customers. Although several recent studies have begun to address this issue, an understanding of service innovation in low-technology and service industries, particularly hotel firms, is less well understood. Applying the resource-based theory and supported by a dynamic capabilities’ perspective, this study attempts to investigate the antecedents and performance outcomes of service innovation of the rated hotels with one to a five-star rating in Sarawak. Although antecedents of innovation have been studied, studies focusing on antecedents of service innovation between various services are scant. A non-probability sampling of purposive sampling was used in this study whereby only hotels that have a star rating from one to five stars were chosen and included in the sample based on the list of registered hotels provided by Sarawak Ministry of Culture, Arts and Tourism Malaysia. The partial least square (PLS-SEM) was applied to examine the direct and mediating effects of hypotheses. Only entrepreneurial orientation and market orientation were confirmed to have a significant positive relationship with service orientation. Service innovation was also found to mediate the relationships between entrepreneurial orientation and firm performance and between market orientation and firm performance as well. This study provides several theoretical and managerial contributions and provides further insights on the antecedents and performance outcomes of service innovation particularly in the hotel industry in Sarawak. Several potential avenues for future research were also identified and proposed. In short, this study provides an understanding of the antecedents and performance outcomes of service innovation, particularly in the hotel industry. 2020-08 Thesis https://ir.uitm.edu.my/id/eprint/61166/ https://ir.uitm.edu.my/id/eprint/61166/1/61166.pdf text en public phd doctoral Universiti Teknologi MARA Arshad Ayub Graduate Business School Abdullah, Malvern (Dr.) |
| institution |
Universiti Teknologi MARA |
| collection |
UiTM Institutional Repository |
| language |
English |
| advisor |
Abdullah, Malvern (Dr.) |
| topic |
Service industries Service industries |
| spellingShingle |
Service industries Service industries Gregory, Margaret Lucy The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| description |
For the past decade, the service sector has seen innovation-led changes that result in
greater dynamism productivity growth rate. Despite the importance of innovation to
all organisations, prior research has mainly focused on high technology and
manufacturing industries. The hotel industry is characterised as a human-intensive
service provider, therefore, innovation, particularly service innovation, does not
generally depend on technological and scientific contributions. Most often, innovation
in this industry is derived from human interaction that often leads to little adjustments
or continuous improvement to meet potential customer expectations and to satisfy the
current customers. Although several recent studies have begun to address this issue,
an understanding of service innovation in low-technology and service industries,
particularly hotel firms, is less well understood. Applying the resource-based theory
and supported by a dynamic capabilities’ perspective, this study attempts to investigate
the antecedents and performance outcomes of service innovation of the rated hotels
with one to a five-star rating in Sarawak. Although antecedents of innovation have
been studied, studies focusing on antecedents of service innovation between various
services are scant. A non-probability sampling of purposive sampling was used in this
study whereby only hotels that have a star rating from one to five stars were chosen
and included in the sample based on the list of registered hotels provided by Sarawak
Ministry of Culture, Arts and Tourism Malaysia. The partial least square (PLS-SEM)
was applied to examine the direct and mediating effects of hypotheses. Only
entrepreneurial orientation and market orientation were confirmed to have a significant
positive relationship with service orientation. Service innovation was also found to
mediate the relationships between entrepreneurial orientation and firm performance
and between market orientation and firm performance as well. This study provides
several theoretical and managerial contributions and provides further insights on the
antecedents and performance outcomes of service innovation particularly in the hotel
industry in Sarawak. Several potential avenues for future research were also identified
and proposed. In short, this study provides an understanding of the antecedents and
performance outcomes of service innovation, particularly in the hotel industry. |
| format |
Thesis |
| qualification_name |
Doctor of Philosophy (PhD.) |
| qualification_level |
Doctorate |
| author |
Gregory, Margaret Lucy |
| author_facet |
Gregory, Margaret Lucy |
| author_sort |
Gregory, Margaret Lucy |
| title |
The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| title_short |
The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| title_full |
The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| title_fullStr |
The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| title_full_unstemmed |
The antecedents and performance outcomes of service innovation: the perspectives of hotel industry in Sarawak / Margaret Lucy Gregory |
| title_sort |
antecedents and performance outcomes of service innovation: the perspectives of hotel industry in sarawak / margaret lucy gregory |
| granting_institution |
Universiti Teknologi MARA |
| granting_department |
Arshad Ayub Graduate Business School |
| publishDate |
2020 |
| url |
https://ir.uitm.edu.my/id/eprint/61166/1/61166.pdf |
| _version_ |
1783735220829159424 |