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Key service innovation drivers in the tourism sector: empirical evidence and managerial implications

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Abstract

This study highlights the importance of market orientation and the use of information and communication technologies (ICT) as determinants of service innovation activity for companies in the tourism sector. In doing so, the study provides a means to classify companies as innovative or not. Using a sample of 100 Spanish firms from different branches of the tourism sector, we confirm and extend prior research. In particular, market orientation—especially a customer orientation—is critical for developing new services that lead to competitive advantages. In addition, ICT have a dual, direct, and indirect influence on service innovation.

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Authors and Affiliations

  1. Estudis d’Economia i Empresa, Open University of Catalonia, Avinguda del Tibidabo 39-43, 08035, Barcelona, Spain

    Ana Isabel Jiménez-Zarco

  2. Área de Comercialización e Investigación de Mercados, Facultad de Ciencias Sociales, University of Castilla—La Mancha, Avenida de los Alfares, 44, 16071, Cuenca, Spain

    María Pilar Martínez-Ruiz

  3. Área de Comercialización e Investigación de Mercados, Facultad de Ciencias Económicas, University of Burgos, Plaza Infanta Elena, s/n, 09001, Burgos, Spain

    Alicia Izquierdo-Yusta

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  1. Ana Isabel Jiménez-Zarco
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  2. María Pilar Martínez-Ruiz
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  3. Alicia Izquierdo-Yusta
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Correspondence to Ana Isabel Jiménez-Zarco.

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Jiménez-Zarco, A.I., Martínez-Ruiz, M.P. & Izquierdo-Yusta, A. Key service innovation drivers in the tourism sector: empirical evidence and managerial implications. Serv Bus 5, 339–360 (2011). https://doi.org/10.1007/s11628-011-0118-6

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