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Cómo medir la innovación de servicios en el sector hotelero. Una perspectiva de capacidades dinámicas
Measuring service innovation in the hotel industry: a dynamic capabilities perspective
Como medir a inovação de serviços no setor hoteleiro. Uma perspectiva de capacidades dinâmicas
DOI:
https://doi.org/10.15446/innovar.v34n93.100684Keywords:
capacidades dinámicas, innovación en el sector hotelero, medición de la innovación, operacionalización, turismo (es)Dynamic capabilities, innovation in the hotel sector, innovation measurement, operationalization, tourism (en)
capacidades dinâmicas, inovação no setor hoteleiro, medição da inovação, operacionalização, turismo (pt)
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Medir la innovación en el servicio del sector hotelero ha generado gran interés, porque permite valorar su desempeño y su posición competitiva; sin embargo, el sector adolece de consenso tanto en su dimensión conceptual como en sus indicadores. Por lo tanto, el objetivo de este trabajo es definir el concepto de innovación de servicios para el sector hotelero, operacionalizar el constructo y proponer un instrumento para su medición. La metodología aplicada fue una revisión de la base de datos Web Of Science, que comprende el periodo 2000-2020 sobre la definición de la innovación en el sector hotelero. El enfoque teórico usado fue una perspectiva de capacidades dinámicas. Los resultados muestran que el concepto de innovación en el sector hotelero es un constructo multidimensional que se desarrolló en mayor medida a partir de la década del 2000. Los países top que más publican sobre este tema son Estados Unidos, China, Taiwán, Inglaterra y España. Finalmente, la investigación pro-pone una forma de medir la innovación en el sector a través de cuatro dimensiones: i) nuevos conceptos del servicio, ii) la gestión operativa, iii) el cliente y iv) la tecnología.
Measuring innovation in the hotel industry has garnered significant interest as it allows for the evaluation of performance and competitive positioning of companies within this sector. However, there is a lack of consensus both in its conceptual dimensions and indicators. Therefore, the objective of this study is to define the concept of service innovation for the hotel sector, operationalize the construct, and propose an instrument for its measurement. The methodology applied involved a review of the definition of innovation in the hotel sector in the works published in the Web of Science database for the period 2000-2020. The theoretical approach followed was a dynamic capabilities perspective. Results indicate that the concept of innovation in the hotel sector is a multidimensional construct that has developed to a greater extent since the 2000s. The top countries publishing on this topic include the United States, China, Taiwan, England, and Spain. Based on the main findings, our research proposes a way to measure innovation in the studied sector through four dimensions: i) new service concepts, ii) operational management, iii) customers, and iv) technology.
Medir a inovação em serviços no setor hoteleiro tem gerado grande interesse, pois permite avaliar seu desempenho e posição competitiva; no entanto, o setor carece de consenso tanto em sua dimensão conceitual quanto em seus indicadores. Portanto, o objetivo deste artigo é definir o conceito de inovação em serviços para o setor hoteleiro, operacionalizar o construto e propor um instrumento para sua medição. A metodologia aplicada foi uma revisão do banco de dados da Web Of Science, abrangendo o período de 2000 a 2020, sobre a definição de inovação no setor hoteleiro. A abordagem teórica utilizada foi uma perspectiva de capacidades dinâmicas. Os resultados mostram que o conceito de inovação no setor hoteleiro é um construto multidimensional que se desenvolveu em maior grau a partir dos anos 2000. Os principais países que mais publicam sobre esse tema são Estados Unidos, China, Taiwan, Inglaterra e Espanha. Por fim, a pesquisa propõe uma forma de medir a inovação no setor por meio de quatro dimensões: 1) novos conceitos de serviço, 2) gestão operacional, 3) cliente e 4) tecnologia.
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