Turn bad into good: A study on the mechanism of transforming customer complaints into service innovation in the hospitality industry

ASIAIR > College of Management > Department of Leisure and Recreation Management > Theses & dissertations > Item 310904400/91878

Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/91878

Title:	Turn bad into good: A study on the mechanism of transforming customer complaints into service innovation in the hospitality industry
Authors:	Wu, Pin-Yi
Contributors:	休閒與遊憩管理學系碩士在職專班
Keywords:	customer complaint;innovation service;value co-creation;organizational learning
Date:	2015
Issue Date:	2015-10-07
Publisher:	亞洲大學
Abstract:	In hospitality industry, sustaining service innovation is an essential means to maintain competitive advantage and expand current markets. And the useful innovation should be able to meet customers’ demand. But it is difficult for service providers to guarantee an error-free condition on the process of providing services. As long as errors occur, it can result in customer complaints. However, customer complaints not only deliver their needs directly but also become a good source of innovation which contribute to the development of new service. However, only a few of the previous research on service innovation field focus on the innovation mechanism from the viewpoints of customer complaints. This study adopts the method of case study to carry out in-depth interviews and then collect subordinate data, trying to understand how service providers transform customer complaints into successful innovation services. The result of this study shows that service providers can obtain and learn new things by gathering and applying customer’s demand information to improve their services. On the other hand, utilizing information systems to help solve customers’ problems and co-create values with customers can transform customer complaints into an effective operating pattern and obtain the long-term competition edge and benefit.
Appears in Collections:	[Department of Leisure and Recreation Management] Theses & dissertations

Files in This Item:

File	Description	Size	Format
index.html		0Kb	HTML	309	View/Open

View Licence

Loading...