Impact of social media in service innovations: an empirical study on the Australian hotel industry

Ng, Eric and Lien, Ching-Yu (2014) Impact of social media in service innovations: an empirical study on the Australian hotel industry. In: Quality innovation: knowledge, theory, and practices. Advances in Information Quality and Management. Information Science Reference (IGI Global), Hershey, PA. United States, pp. 390-405. ISBN 9781466647695


Service innovations have become an important source for organisations to gain competitive advantage in today’s increasingly dynamic, complex, and unpredictable business environment. While the concept of technology as a driving force for service innovations has long been recognised, the recent growing popularity in the use of social media has given rise to many concerns by businesses as there is insufficient knowledge and understanding about the usage of social media in the context of service innovations. This research seeks to investigate the impact of social media and the key challenges that impede businesses from leveraging social media in service innovations within the Australian hotel industry. The research adopts the use of a case study methodology that involves 12 in-depth interviews conducted with 6 businesses in the hotel sector. The findings highlight 4 key themes (i.e. behavioural change, online reputation, customer service channel, and monitoring and responding) in which social media has impacted service innovations and also revealed 9 major challenges (i.e. lack of adequate funding, difficult to determine financial gains, lack of human resources, lack of management support, lack of understanding of social media innovation, resistance to change, lack of proven evidences, lack of technological infrastructure and knowledge, and security concerns) that pose potential barriers for businesses to adopt and leverage the use of social media in service innovations.

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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: © 2014, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 11 Apr 2014 11:28
Last Modified: 27 Feb 2018 23:29
Uncontrolled Keywords: social media; service innovation
Fields of Research : 08 Information and Computing Sciences > 0805 Distributed Computing > 080503 Networking and Communications
15 Commerce, Management, Tourism and Services > 1504 Commercial Services > 150402 Hospitality Management
16 Studies in Human Society > 1604 Human Geography > 160402 Recreation, Leisure and Tourism Geography
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
Identification Number or DOI: 10.4018/978-1-4666-4769-5.ch018

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