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Author:
Xing, Hong (Karlstad University, Faculty of Economic Sciences, Communication and IT)
Title:
Service Innovation in Hotel Industry: Case Study of InfoQuest
Department:
Karlstad University, Faculty of Economic Sciences, Communication and IT
Publication type:
Student thesis
Language:
English
Level:
Independent thesis Advanced level (degree of Master (Two Years)), 30 credits / 45 HE credits
Undergraduate subject:
Business Administration
Pages:
61
Year of publ.:
2009
URI:
urn:nbn:se:kau:diva-4677
Permanent link:
http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4677
Keywords(en) :
Service Science, service innovation, hotel industry, Information Technology
Abstract(en) :

Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.

Supervisor:
Haglund, Lars, Associate professor (Karlstad University, Faculty of Economic Sciences, Communication and IT)
Sundström, Erik, Doctor of Economics (Karlstad University, Faculty of Economic Sciences, Communication and IT)
Available from:
2009-09-22
Created:
2009-09-15
Last updated:
2009-09-22
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