1,153
Views
4
CrossRef citations to date
0
Altmetric
Research Article

Towards An Experience Innovation Canvas: A Framework for Measuring Innovation in the Hospitality and Tourism Industry

Pages 85-109 | Received 05 Apr 2018, Accepted 30 Aug 2018, Published online: 22 Nov 2018

References

  • Anderson, N. R., & West, M. A. (1996). The team climate inventory: Development of the TCI and its applications in teambuilding for innovativeness. European Journal of Work and Organizational Psychology, 5(1), 53–66. doi:10.1080/13594329608414840
  • Beltagui, A., Darler, W., & Candi, M. (2015). Measuring the deliverable and impressionable dimensions of service experience. Creativity and Innovation, 24(3), 478–492. doi:10.1111/caim.12130
  • Berry, L., Carbone, S., & Haeckel, S. (2002). Managing the total customer experience. Sloan Management Review, 43, 85–89.
  • Biemans, W., Griffin, A., & Moenaert, R. (2016). New service development: How the field developed, its current status, and recommendations for moving the field forward. Journal of Product Innovation Management, 33(4), 382–397. doi:10.1111/jpim.12283
  • Bitner, M. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57–71. doi:10.2307/1252042
  • Bower, M. & Garda, R.A. (1985). The role of marketing in management. McKinsey Quarterly, Autumn 34–46
  • Bulencea, & Egger. (2015). Gamification in tourism. Oslo, Norway: Books on Demand.
  • Cetin, G., & Walls, A. (2016). Understanding the customer experience from the perspective of guests and hotel managers: Empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing and Management, 25(4), 395–424. doi:10.1080/19368623.2015.1034395
  • Chandralal, L., & Valenzuela, F. R. (2015). Memorable tourism experiences: Scale development. Contemporary Management Research, 11(3), 291–310. doi:10.7903/cmr.13822
  • Chathoth, P., Ungson, G., Harrington, R., & Chan, E. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 222–245. doi:10.1108/IJCHM-10-2014-0526
  • Chen, J., & Sawhney, J. (2008). A proposal to improve our understanding of innovation using Innovation Radar 2.0. Kauffman Organization Data Symposium. Retrieved from http://Kaufman.org.
  • Chesborough, H. (2006). Open innovation: The new imperative for creating and profiting from technology. Boston, MA: Harvard Business School Press.
  • Cohen, W., & Levinthal, D. (1990). Absorptive capacity: A new perspective on learning and innovation. Administrative Science Quarterly, 35(1), 128–152. doi:10.2307/2393553
  • Creswell, J. W., & Clark, V. L. P. (2011). Designing and conducting mixed methods research (2nd ed.). Thousand Oaks, CA: Sage Publications.
  • Csikszentmihalyi, M. (1990). Flow: The Psychology of Optimal Experiences. New York, NY: Harper and Row Publishers.
  • Damanpour, F. (1996). Organizational complexity and innovation: Developing and testing multiple contingency models. Management Science, 42(5). doi:10.1287/mnsc.42.5.693
  • Driskill, G. W., & Brenton, A. L. (2005). Organizational culture in action: A cultural analysis workbook. Thousand Oaks, CA: Sage Publications, Inc.
  • Farber, M. E., & Hall, T. E. (2007). Emotion and environment: Visitors’ extraordinary experiences along the Dalton Highway in Alaska. Journal of Leisure Research, 39, 248–270. doi:10.1080/00222216.2007.11950107
  • Forrester (2016). The U.S. customer experience index for 2016. Industry research report. Retrieved from http://blogs.forrester.com/roxana_strohmenger/
  • Garcia, R., & Calantone, R. (2002). A critical look at technological innovation typology and innovativeness terminology: A literature review. Journal of Product Innovation Management, 19(2), 110–113. doi:10.1016/S0737-6782(01)00132-1
  • Harrington, R., Hammond, R., Ottenbacher, M., Chathoth, P., & Marlowe, B. (In Press). From goods-service logic to a memory-dominant logic: Business logic evolution and application in hospitality. International Journal of Hospitality Management, 76, 252–260.
  • Harris. (2015). Millennials: Fueling the experience economy.
  • Heskett, J., Jones, T., Loveman, G., Sasser, W., & Schlesinger, L. (1994, March-April 1–13). Putting the service profit chain to work. Harvard Business Review, 72(2), 164–174.
  • Hidalgo, A., & Albors, J. (2008). Innovation management techniques and tools: A review from theory and practice. R&D Management, 38(2), 113–129. doi:10.1111/j.1467-9310.2008.00503.x
  • Hjalager, A. (2011). A review of innovation research in tourism. Tourism Management, 31(1), 1–12. doi:10.1016/j.tourman.2009.08.012
  • Jung, D., Wu, A., & Chow, C. W. (2008). Towards understanding the direct and indirect effects of CEO’s transformational leadership on firm innovation. The Leadership Quarterly, 19(5), 582–594. doi:10.1016/j.leaqua.2008.07.007
  • Kaplan, R., & Norton, D. (1996). The balanced scorecard: Translating strategy into action. Boston, MA: Harvard Business School Press.
  • Kaplan, R., & Norton, D. (2001). Transforming the balance scorecard from performance measurement to strategic management. Accounting Horizons, 15(1), 87–104. doi:10.2308/acch.2001.15.1.87
  • Kelly, T., & Littman, J. (2005). The ten faces of innovation: IDEO’s strategies of defeating the devil’s advocate & driving creativity throughout your organization. New York, NY: Doubleday.
  • Kindstrom, D., & Kowalkowsi, C. (2014). Service innovation in product-centric firms: A multidimensional business model perspective. Journal of Business and Industrial Marketing, 29(2), 96–111. doi:10.1108/JBIM-08-2013-0165
  • Kylänen, M. (2006). Enlightening christmas experience - Reflections on the experience triangle. In M. Kylänen (Ed.), Articles on experiences. Rovaniemi, FL: Lapland Centre of Expertise for the Experience Industry. p. 18.
  • LeBel, J., Dube, L., Sears, D., & Renaghan, L. (2010). Strategic experiential branding in the hospitality industry. In C. Enz (Ed.), Handbook of applied hospitality strategy. Thousand Oaks, CA: Sage Publications. p. 308.
  • Magids, S., Zorfas, A., & Leemon, D. (2015). The new science of customer emotions. Harvard Business Review, 4, 66–76.
  • Mehmetoglu, M., & Engen, M. (2011). Pine and gilmore’s concept of experience economy and its dimensions: An empirical examination in tourism. Journal of Quality Assurance in Hospitality & Tourism, 12(4), 237–255. doi:10.1080/1528008X.2011.541847
  • Miles, M.B., & Huberman, A.M. (1994). Qualitative data analysis. Thousand Oaks, CA: Sage.
  • Miles, R. E., & Snow, C. (1978). Organizational strategy: Structure and process. New York, NY: McGraw-Hill.
  • Mumford, M. D., Scott, G. M., Gaddis, B., & Strange, J. M. (2002). Leading creative people: Orchestrating expertise and relationships. The Leadership Quarterly, 13(6), 705–750. doi:10.1016/S1048-9843(02)00158-3
  • Nieves, J., Quintana, A., & Osorio, J. (2014). Knowledge-based resources and innovation in the hotel industry. International Journal Of Hospitality Management, (38), 65–73. doi:10.1016/j.ijhm.2014.01.001
  • OECD. (2005). Oslo manual: Guidelines for collection and interpreting technological innovation data. Paris, France: Author.
  • Pine, B., & Gilmore, J. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105.
  • Pine, B., & Gilmore, J. (2014). A leader’s guide to innovation in the experience economy. Strategy & Leadership, 42(1), 24–29. doi:10.1108/SL-09-2013-0073
  • Pizam, A. (2010). Creating memorable experiences. International Journal of Hospitality Management, 29(3), 343. doi:10.1016/j.ijhm.2010.04.003
  • Pizam, A., & Tasci, A. (In Press). Experienscape: Expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach. International Journal of Hospitality Management, 76,  25-37.
  • Poulsson, S. (2014). On experiences as economic offerings (PhD Innovation and Entrepreneurship). Oslo, Norway: Norwegian Business School.
  • Poulsson, S. H., & Kale, S. (2004). The experience economy and commercial experiences. The Marketing Review, 4, 267–277. doi:10.1362/1469347042223445
  • Prahalad, C., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14. doi:10.1002/dir.20015
  • Rawson, A., Duncan, E., & Jones, C. (2013). The truth about customer experience. Harvard Business Review, September, 90–98.
  • Saldana, J. (2009). The coding manual for qualitative researchers. Thousand Oaks, CA: Sage Publications.
  • San Diego Tourism Marketing District. (2016). Annual Report: Going Up. Retrieved from http://www.sdtmd.org/wp-content/uploads/2014/11/SDTMD-104_AnnualReport_8P10_FINAL-web.pdf
  • Schumpeter, J. A. (1934). The theory of economic development: An inquiry into profits, capital, credit, interest, and the business cycle. Cambridge, MA: Harvard University Press.
  • Scott, S. G., & Bruce, R. A. (1994). Determinants of innovative behavior: A path model of individual innovation in the workplace. Academy of Management Journal, 37(3), 580–607.
  • Senge, P. M. (1990). The fifth discipline: The art & practice of the learning organization. New York, NY: Doubleday.
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22, 159–170. doi:10.1016/0148-2963(91)90050-8
  • Sipe, L., & Testa, M. (2017). From satisfied to memorable: An empirical study of service and experience dimensions on guest outcomes in the hospitality industry. Journal of Hospitality Marketing and Management, 27(2), 178–195. doi:10.1080/19368623.2017.1306820
  • Sipe, L. J. (2016). How do senior managers influence experience innovation: Insights from a hospitality and tourism marketplace. International Journal of Hospitality Management, 54, 75–83. doi:10.1016/j.ijhm.2016.01.009
  • Smith Travel Research (2015). Destination Reports. Retrieved from https://www.strglobal.com/products/destination-reports/en-GB
  • Sok, P., & O’Cass, A. (2015). Achieving service quality through service innovation exploration-exploitation; the critical role of employee empowerment and slack resources. Journal of Services Marketing, 29(2), 137–149. doi:10.1108/JSM-03-2014-0085
  • Sundbo, J. (2009). Innovation in the experience economy: A taxonomy of innovation organizations. The Service Industries Journal, 29(4), 431–455. doi:10.1080/02642060802283139
  • Sundbo, J., & Sorensen, F. (2013). Introduction to the experience economy. In J. Sundbo & F. Sorensen (Eds.), Handbook on the experience economy.  Cheltenham, UK: Edward Elgar Publishing. p. 19.
  • Sundbo, J., Sundbo, D., & Henten, A. (2015). Service encounters as bases for innovation. The Service Industries Journal, 35(5), 255–274. doi:10.1080/02642069.2015.1002478
  • Sutherland, R. (2011). Perspective is everything (video file). Retrieved from https://ted.com/talks/rory_sutherland_perspective_is_everything
  • Toffler, A. (1970). Future shock. New York, NY: Bantam Books.
  • Tung, V., & Ritchie, J. R. (2011). Exploring the essence of memorable tourism experiences. Annals of Tourism, 38, 1367–1386. doi:10.1016/j.annals.2011.03.009
  • Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17. doi:10.1509/jmkg.68.1.1.24036
  • Yin, R. K. (2009). Case study research design and methods (4th ed.). Thousand Oaks, CA: Sage Publications.
  • Ziethaml, V., Bitner, M. J., & Gremier, D. (2006). Services marketing. New York, NY: McGraw-Hill.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.