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Improving the Guest Experience through Service Innovation: Ideas and Principles for the Hospitality Industry
Center for Hospitality Research Roundtable Highlights
  • Cathy A. Enz, Ph.D., Cornell University
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Innovation is the process of developing new ideas or processes, or taking existing ideas and processes in new directions. An innovative idea or process does not have to involve a bolt from the blue, but it almost always involves at least a twist on current operations. Meeting at Cornell’s School of Hotel Innovation, a group of two dozen service researchers and practitioners gathered in May 2011 to examine the latest concepts in service, with a goal of sharing innovative ideas and processes, and expanding a culture of innovation in the hospitality industry.

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Enz, C. (2011). Improving the guest experience through service innovation: Ideas and principles for the hospitality industry [Electronic article]. Cornell Hospitality Roundtable Proceedings, 3(7), 6-12.