Exploring innovation measurement approaches in the service sector: Insights from the hopitality industry

With this paper we present findings concerning the applicability of those innovation management measurement areas identified by Adams, Bessant & Phelps (2006). We conducted case study research in the hospitality industry in order to inquire how their model applies to service innovation management. Data reveals that the majority of their proposed seven innovation management measurement areas could be considered highly important in order to make service innovation activities transparent. However, the case study firm we observed did not engage in pre-market tests of the newly developed innovations, which was proposed as a sub-measurement area by Adams et al. (2006). Hence with our findings we support the here studied innovation management measurement framework in all but one of the proposed measurement areas. The non-existence of pre-market tests, however, may call for a slightly refined measurement approach for service innovation activities, which seems fruitful also when taking findings from others' research results into consideration.