Please use this identifier to cite or link to this item: https://ruomo.lib.uom.gr/handle/7000/964
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dc.contributor.authorKitsios, Fotis-
dc.contributor.authorGrigoroudis, Evangelos-
dc.date.accessioned2021-10-05T06:25:51Z-
dc.date.available2021-10-05T06:25:51Z-
dc.date.issued2020-
dc.identifier10.1108/MD-09-2019-1326en_US
dc.identifier.issn0025-1747en_US
dc.identifier.urihttps://doi.org/10.1108/MD-09-2019-1326en_US
dc.identifier.urihttps://ruomo.lib.uom.gr/handle/7000/964-
dc.description.abstractPurpose The purpose of this study is to evaluate the effectiveness of the new service development (NSD) process in tourism. For this reason, factors influencing the process of service innovation in the hospitality sector were explored and correlated with business performance in the hospitality industry through a multicriteria decision analysis approach. Design/methodology/approach An original multicriteria decision analysis approach is applied in order to estimate the efficiency of the NSD process. The approach follows the principles of ordinal regression analysis, using goal programming techniques. Collected data are based on in-depth structured and questionnaire-based interviews of 77 hotel managers in 147 new services in a representative sample of 99 hotels in Greece. Several financial ratios, covering different aspects of business performance, are used in order to evaluate the NSD process for three years after the services innovation had been launched. Findings These findings reveal the importance of financial liquidity and business efficiency for the hotel industry (i.e. the ability of a firm to use available resources in order to achieve specific sales goals). The aforementioned variables can determine how quickly and effectively assets are converted to cash. In general, the findings show the emphasis that should be given to customer needs, as well as to the effective management of a NSD project. Originality/value Findings of this study may support hotel managers to make complex strategic decisions for future development. These findings have suggested that service innovation should be included as a strategic tool to assess differentiation effort in the hotel industry.en_US
dc.language.isoenen_US
dc.sourceManagement Decisionen_US
dc.subjectFRASCATI::Social sciences::Economics and Business::Business and Managementen_US
dc.subjectFRASCATI::Engineering and technologyen_US
dc.subject.otherNew service developmenten_US
dc.subject.otherEfficiency evaluationen_US
dc.subject.otherMulticriteria decision analysisen_US
dc.subject.otherBusiness performanceen_US
dc.subject.otherService innovation strategiesen_US
dc.titleEvaluating service innovation and business performance in tourism: a multicriteria decision analysis approachen_US
dc.typeArticleen_US
dc.contributor.departmentΤμήμα Εφαρμοσμένης Πληροφορικήςen_US
local.identifier.volume58en_US
local.identifier.issue11en_US
local.identifier.firstpage2429en_US
local.identifier.lastpage2453en_US
Appears in Collections:Department of Applied Informatics



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