Service Innovation Capability: An Empirical Evident from Boutique Hotel Business in Thailand
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Abstract
The purpose of this study was to verify the effects of antecedent factors which are organizational knowledge integration and perception of customer value toward the consequence factors which are competitive efficiency, market opportunity and business performance via the mediating role of service innovation capability including service innovation idea, technology integration ability and business co-creation synergy while the business environmental dynamism was an moderator. As a research tool, questionnaires were mailed to the sample groups and the complete 185 of them were returned. The multiple regression analysis was used for analyzing data. The results of the study showed as followings : 1) service innovation capability in terms of service innovation idea, technology integration ability and business co-creation synergy positively affected competitive efficiency and market opportunity; 2) competitive efficiency and market opportunity positively affected the business performance; 3) business environmental dynamism negatively affected competitive efficiency, market opportunity and business performance; 4) organizational knowledge integration and perception of customer value positively affected service innovation capability. Therefore, boutique hotel business manager should set management policy and practice based on value of service innovation capability and building service innovation idea, technology integration ability and business co-creation synergy to create market opportunity, competitive efficiency and business performance to adapting organization for competitive advantage and achievement.
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