The failure rate of new service projects is high, because the knowledge about how innovations should be developed is limited. In the last decade, several studies have investigated the success factors associated with service innovations (e.g. AtuaheneGima, 1996; de Brentani, 2001; Storey and Easingwood, 1998). However, no research in new service development (NSD) has addressed the question of wh...

One of the factors that separated winning hotels from losers in the recession was the hotels’ management of marketing expenses. By matching a group of 100 winners to 106 losers, based on high or low financial performance during the nadir of the recent recession, the study highlights the effects of marketing expenses as one primary driver of revenue and profit. The study compares the two groups’...

This paper examines firms’ product policies when they sell an add-on (Internet service) to a base good (hotel rooms) under vertical differentiation (fourvs. three-star hotels). Theoretical analysis uncovers the differential roles of add-ons for vertically differentiated firms. A firm with higher base quality always sells an add-on as optional so that higher-taste consumers self-select to buy it...

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Get-up-and-go Hospitals and Hotels Don't get me wrong, I am all gratitude as a patient, a congenital insomniac, and love things going on at night. We live in times of financial entrepreneurism. Thatcherism rules. At the moment there is little hint of extension into the tourist industry on the part of hospitals. This could be changed a bit. John Burton delicately touched on the subject in this j...

For each hotel, we have the following information: ? Name: the name of the luxury hotel; ? Total of negative words (criterion 1): the total number of negative words in all the comments given by the clients of this hotel. (criterion to be minimized); ? Total of positive words (criterion 2): the total number of positive words in all the comments given by the clients of this hotel. (criterion to b...

As the Western Australian hotel sector continues to look for new opportunities, people with disabilities are being acknowledged as a consumer group with considerable revenue earning potential. The authors report on findings from the initial stages of a threepart methodology aimed at investigating current awareness of and provision for the disability issue within the Western Australian hotel sec...