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

Edited book (chapter)

Ng, Eric and Lien, Ching-Yu. 2014. "Impact of social media in service innovations: an empirical study on the Australian hotel industry." Al-Hakim, Latif and Jin, Chen (ed.) Quality innovation: knowledge, theory, and practices. Hershey, PA. United States. IGI Global. pp. 390-405
Chapter Title

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

Book Chapter CategoryEdited book (chapter)
ERA Publisher ID2177
Book TitleQuality innovation: knowledge, theory, and practices
AuthorsNg, Eric (Author) and Lien, Ching-Yu (Author)
EditorsAl-Hakim, Latif and Jin, Chen
Page Range390-405
SeriesAdvances in Information Quality and Management
Chapter Number17
Number of Pages16
Year2014
PublisherIGI Global
Place of PublicationHershey, PA. United States
ISBN9781466647695
9781466647701
Digital Object Identifier (DOI)https://doi.org/10.4018/978-1-4666-4769-5.ch018
Web Address (URL)http://www.igi-global.com/book/quality-innovation-knowledge-theory-practices/78259
Abstract

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.

Keywordssocial media; service innovation
ANZSRC Field of Research 2020460609. Networking and communications
350402. Hospitality management
440608. Recreation, leisure and tourism geography
Public Notes

© 2014, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.

Institution of OriginUniversity of Southern Queensland
Byline AffiliationsSchool of Management and Marketing
Minghsin University of Science and Technology, Taiwan
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