Improving the Guest Experience through Service Innovation: Ideas and Principles for the Hospitality Industry
Cornell Peter and Stephanie Nolan School of Hotel Administration (Cornell University)Published 1 January 2011Open access
Cathy A. Enz
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Abstract
Innovation is the process of developing new ideas or processes, or taking existing ideas and processes in new directions. An innovative idea or process does not have to involve a bolt from the blue, but it almost always involves at least a twist on current operations. Meeting at Cornell’s School of Hotel Innovation, a group of two dozen service researchers and practitioners gathered in May 2011 to examine the latest concepts in service, with a goal of sharing innovative ideas and processes, and expanding a culture of innovation in the hospitality industry.
Keywords
Business, Management and Accounting