Study On The Relationship Among Intellectual Capital, Absorptive Capacity And Service Innovative Performance In High-star Hotels

The incoming of the era of knowledge economy and the development of information technology, indicate that the knowledge is gradually replacing the traditional factors of production as capital, labor and land to become a strategic resource. In this new and complex economic environment, the intellectual capital as a corporate core knowledge has become an important means of value creation and competitive advantage to enhance, reflecting the company’s innovative and forward-looking. The development of intellectual capital is the choice faced by a global business development. With20years of expansion, the competition of China Hotel Industry is increasing intensified in the field of intelligence. However, looking back on our hotel industry, which with limited share of intellectual capital and fragile framework, can neither respond to market shocks, nor meet the needs of development. With the boost of tourism economic, as a service industry, when facing the complicated environment, the increasingly fierce competition and gradually rational and mature consumers, how to use the Hotel intellectual capital to enhance the innovative performance to meet customer needs, and ultimately to the greatest extent to ensure its sustainable development has become an important research.Based on the literature review, research and statistical analysis, this paper explored the logical relationship among intellectual capital, absorptive capacity and service innovation of the high-star hotels. Firstly, defined the object of study on the basis of literatures on intellectual capital, absorptive capacity and service innovation and pointed out a clear research direction; Secondly, proposed a conceptual model on the basis of the Nemec Rudez’s four elements of intellectual capital model and expert opinions, then decided variables for the questionnaire; Thirdly, collected data through questionnaires, statistical analysed them by using of SPSS18.0and AMOS7.0. verified the hypothesis, and fixed research model, finally drew five main conclusions:(1)individual factors as staff willingness to innovate and organizational factors as organizational processes and culture of the hotel show a positive significant effect on absorption ability;(2)relationships between organization and supplier, and other stakeholder show a positive significant effect on absorption ability;(3)customer satisfaction and loyalty show a positive significant effect on the actual absorptive capacity, but no expected impact on potential absorptive capacity;(4)potential absorptive capacity of the hotel shows a positive significant effect on services innovation performance, but the actual absorption capacity only shows a positive significant effect on new service development;(5)employees with different individual characteristics and different organizations show different perception and effect on the Hotel intellectual capital, absorptive capacity and service innovation, including six important factors:education, work experience of the hotel industry, hotel star, hotel size and the establishment age. Finally, according to research findings, in shaping the innovative culture of hotels, shared six management proposal:cultivating staff awareness and strengthening the development of innovation; introducing intellectual capital management, and enhancing organizational systems and process; creating a innovative culture and an atmosphere of learning; bonding a solid relationship with customers, building terminal relational capital; maintaining management of external relations, and establishing a public-relation department.