Innovation is one of the main determinants of competitiveness. Management, external communication, service scope and back-office are four types of representative of innovation in the hotel industry.
1."The management innovation type refers to the quality of management processes, to the ICT (information and communication technologies) applications for management, and to improvements of the organizational structure.” In the concept of management innovation, the environmental quality play an important role in the hotel's competitiveness .The information and communication technologies applications are also vital in making management processes efficient. Furthermore, the changes in the organizational structure capture the organizational innovation that is relevant in services .
2. “Innovation in external communications depicts the high information-intangible content of services products and processes in the hotel industry.” Definitely, the ICT plays an crucial role, both in generating opportunities and new services, and in revolutionizing the ways in which most of the traditional services are provided . The use of ICT is a very relevant innovation that helps increasing the competitiveness of firms because it facilitates the management of relationships with customers, through better and easier information exchange. Further, ICT can improve the efficiency of the relationships between the firm and intermediaries, suppliers and public administrations.
3. “The service scope innovation is relevant due to the importance of the service delivery for the competitiveness of hotels as in other service sectors”. Service scope innovation advises changes in the service output and the incorporation of technological assets which improve the service output and the tangible aspects of service delivery.
4. “The back-office innovation consists of the incorporation of new technological assets for the improvement in productivity and for achieving more efficient service delivery.” The process and system design and testing of a new service encompass the whole delivery process, not just the element experienced by the customer, but also often involves back-office process re-engineering.
http://www.sciencedirect.com/science/article/B6VC4-4NMWRGX-2/2/f9346dd3e308beedbb6ec018ed605d4a
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