Research On Influencing Factors Of Hotel Service Innovation

With the advent of the era of knowledge economy,the hotel industry competition intensifies,and the service phenomenon of "homogeneity" between industries is serious,resulting in the hotel's competitive advantage in operation.Inter Continental Shanghai Puxi Hotel as a child of the hotel,intercontinental group relatively mature business models,but the hotel in the group under the influence of traditional idea and service mode,service function lack of individuality,Inter Continental Shanghai Puxi Hotel in the service process,the business model,product promotion,brand promotion and website design style with other hotels tend to be the same.As a five-star hotel,its competitive advantages are increasingly vague,so it is difficult to stand out in the current pursuit of personalized and diversified hotel industry.Based on the above background,hotel managers should constantly change their ideas,seek new ways to develop,further optimize the hotel's basic services under the premise of service quality assurance,and extend the characteristic services conditionally.Service improvement is inseparable from innovation,through innovation to change the hotel service model,enhance the hotel service characteristics,so as to enhance the core competitiveness of Inter Continental Shanghai Puxi Hotel,for the future development of the hotel to create favorable conditions,so as to promote the hotel to produce greater added value.Service innovation by scholars gradually attention in recent years,the hotel service innovation has become a research hotspot,but academic circles on the influence factor of the hotel service innovation research only focus on whether single or multiple factors affect the hotel service innovation,not on the influencing factors of hotel service innovation constructs the index system and explore the factors impact on hotel service innovation.The driving force model of service innovation proposed by Sundbo and Gallouj(1998)summarizes the basic driving force model of service innovation in service industry based on the investigation and research of service enterprises in many European countries.As one of the service industries,the driving force model of service innovation is also applicable to the research of service innovation.Service innovation driving force model,this paper,therefore,the internal factors and external trajectory and behavioral factors,explores the model and the inherent relations among the influencing factors of hotel service innovation,at the same time combing inductive other scholars research on the influence factor of service innovation,combined with the characteristics of the hotel service innovation,build the index system of hotel service innovation factors.This paper conducts the research according to the basic idea of "describing phenomenon-theoretical research-case analysis-strategic Suggestions".First of all,this paper describes the phenomenon of the lack of personalized service,the increasing pressure of hotel competition and the imminent innovation of hotel service under the background of knowledge economy.On this basis,the author studies the theory of service innovation and the driving force of service innovation,and constructs the index system of influencing factors of hotel service innovation.Using analytic hierarchy process(AHP),will build the index system of hotel service innovation factors according to their relationship into the target layer,criterion layer and layer solution,through expert consultation(including in the hospitality industry for many years experienced industry experts and scholars have in-depth study on service innovation)of the elements in the index system at all levels to compare the two,get expert about hotel service innovation factors of importance;Then taking Inter Continental Shanghai Puxi Hotel as the research object,the hotel staff according to the understanding of the factors affecting the hotel service innovation,to evaluate the status quo of Inter Continental Shanghai Puxi Hotel service innovation,the author through the fuzzy comprehensive evaluation method,get the hotel service innovation importance factors influencing sorting,consult experts weights,concluded that Inter Continental Shanghai Puxi Hotel service innovation importance factors influencing differences;Finally,according to the results of differences,it is pointed out that the hotel needs to formulate specific strategies to improve its capability from the perspectives of service innovation strategy,service industry development,customer participation and building innovative hotel organizational structure.The innovation of this article is embodied in the following two aspects:(1)this paper discusses the service innovation driving force model and the inherent relations among the influencing factors of service innovation,in the process of the index system of building in service innovation driving force model for reference,combining with the hotel service innovation characteristics,constructed the index system of influencing factors of hotel service innovation and on this basis to explore the influence degree of various factors on the hotel service innovation;(2)this paper uses the analytic hierarchy process(AHP)construct the index system of hotel service innovation,service innovation expert consultation method to determine the hospitality industry index weight and fuzzy comprehensive evaluation method to deal with the data and to use,the author will expert consultation method,analytic hierarchy process(AHP)and fuzzy comprehensive evaluation method is applied to study the influential factors of hotel service innovation,the traditional method was applied to new areas.