Examination of Key Challenges in Service Innovation Kicks Off Cornell Roundtable Series
Service Innovations Are Essential, though Expensive and Easily Imitated
The three key aspects of service innovation identified in the roundtable are customer-focused issues, process-focused issues, and the need for continuous improvement. “Roundtable participants identified several challenges to service innovation, and then worked on ways to overcome those challenges,” said Verma. “As explained in the proceedings, service innovations are easily imitated, they must be tested in real time with real guests in a real hotel, and they cannot be recalled once they are released.”
The best strategy for successful innovation is for service operations to gain the support of their employees. “The most successful innovators promoted what participants called a 'culture of innovation,' which encourages employees to participate in a company's innovation efforts,” said Verma.
The Service Innovation Roundtable is one of a series of roundtables produced by the Center for Hospitality Research. Participants include the center's corporate partners, members of the Cornell faculty, and invited academics and executives. Other roundtables have focused on marketing, menu development, human resources, and labor and employment law, among other topics. Verma's coauthors and roundtable facilitators were Christopher Anderson, assistant professor; Cathy Enz, Lewis G. Schaeneman, Jr. Professor of Innovation and Dynamic Management; Gary Thompson, professor; and Michael Dixon, doctoral candidate, all from the School of Hotel Administration, as well as Liana Victorino, an assistant professor at the University of Victoria.
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About The Center for Hospitality Research | A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (CHR) sponsors research designed to improve practices in the hospitality industry. Under the lead of the center's 75 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The center also publishes the award-winning hospitality journal, the Cornell Hospitality Quarterly (formerly the Cornell Hotel and Restaurant Administration Quarterly). To learn more about center and its projects, visit .
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