Innovation in hotel services: Culture and personality

Abstract

The growing competition arising from burgeoning global markets exacerbates the demand for hotels to innovate their services and processes to continuously ensure success. To identify the processes that ensure excellent service and innovative performance, this work employs a literature review and series of questionnaire surveys of 185 employees working at international tourist hotels in Taiwan, to examine the relationships among service innovation culture, proactive personality, charged behavior and innovation. This work contributes to the service innovation literature by demonstrating that environmental forces outweigh individual forces in shaping innovation behaviors.