According to the level-raising of life, customers start to concern about better service quality. In competitive hotel industry, it is necessary to advise brand new service satisfying customers want if anyone likes to maintain competitive advantages. To prevent causing the loss of long-term business, hotel industry needs to avoid focusing on current advantage, and just chasing the success of short-term. As omnipotent human hands, it is essential to do things well for up-to-date business (service improvement), but plan for the future (the development of new service) as well. To create better performance, hotels have to take several sections like the development of new service, service improvement and providing better service to the satisfaction of customer needs into consideration. This thesis studies the effect that service innovation to operation performance and the emphasis on customer needs to service innovation. Moreover this thesis analyzes that if service innovation is the inter-variable to customer needs and operation performance.
The main object of this thesis is the hotels having over 100 rooms in Taiwan. Using questionnaire as the tool of data survey, in addition, proceeding with analysis to certify the assumption. This thesis progressed to the feedback-tracking via telephone after two weeks of questionnaire sending. Retrieve 204 questionnaires after two times telephone tacking. The percentage of retrieve is 94.88%.
This thesis certifies that service innovation brings about the positive effect to operation performance and the emphasis on customer needs has the positive contribution to the development of service innovation of hotels. Furthermore, this thesis certifies that customers need does not affect immediately the operation performance, on the contrary, being affected indirectly via the raising of service innovation
