Innovation, Marketing, and Service Excellence in Hospitality : A Strategic Framework for Hotel Performance in Emerging Markets

Innovation, Marketing, and Service Excellence in Hospitality provides a cutting-edge, empirically validated framework for driving business performance within the volatile hospitality sector of emerging markets, focusing on the post-pandemic Indonesian landscape. Rooted in the Resource-Based View and Dynamic Capabilities theories, the book introduces a systemic Integrated Capability Chain that demonstrates how a hotel’s internal competencies directly determine its market success. Using rigorous quantitative data collected from hundreds of three-, four-, and five-star hotels, author Dr. Evo Sampetua Hariandja proves that organizational success is not an accidental stroke of luck, but rather a deliberate chain of cause and effect: Speed of Innovation accelerates both Innovation Capability and Marketing Capability, which together feed a unified Brand Communication Capability to ultimately cultivate Service Excellence and maximize overall Hotel Performance.

The book systematically guides readers through each link of this strategic chain, examining critical modern trends such as digital marketing transformation, customer data analytics, and sustainability-oriented hospitality. It bridges the historical gap between strategic theory and operational execution by breaking down service delivery into actionable pillars: people, processes, physical environments, and information systems. Backed by definitive empirical evidence—revealing that the model accounts for 28.6% of the variance in service excellence and 38.6% of the variance in hotel performance—this book serves as an essential manual for general managers, marketing professionals, and hospitality researchers seeking to diagnose organizational weak links and build a resilient competitive advantage.