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https://doi.org/10.21256/zhaw-30709| Publication type: | Book part |
| Type of review: | Peer review (publication) |
| Title: | Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland |
| Authors: | Merkle, Thorsten Knaus, Dominik Siegrist, Chantal |
| et. al: | No |
| DOI: | 10.1007/978-981-97-1891-7_10 10.21256/zhaw-30709 |
| Published in: | Case Based Research in Tourism, Travel, and Hospitality |
| Editors of the parent work: | Sigala, Marianna Fang, Marcela Yeark, Anastasia Albrecht, Julia N. Vorobjovas-Pinta, Oscar |
| Page(s): | 179 |
| Pages to: | 192 |
| Issue Date: | 2024 |
| Publisher / Ed. Institution: | Springer |
| Publisher / Ed. Institution: | Singapore |
| ISBN: | 978-981-97-1890-0 978-981-97-1891-7 |
| Language: | English |
| Subjects: | Service innovation; Restaurant; Hospitality management; Service design; Customer satisfaction |
| Subject (DDC): | 647: Management of public households |
| Abstract: | This case analyses how a large fast-food restaurant chain in Switzerland used Service Design methodologies to improve their customers’ experience. Initially, the scene is set, and the context introduced before the double diamond is introduced as a useful framework for Service Design projects. The case explains analysis methods employed as well as approaches used for idea generation and prototyping. Advantages and shortcomings of the methodology chosen are discussed in the light of the situation. The case is based on a real-life example but had to be anonymised due to confidentiality reasons. Conceptually, the Service Innovation Gap serves as reference, allowing students to contextualise Service Design as a powerful innovation method for scalable services. With this teaching case study, students will be enabled to understand the Service Innovation Gap as a barrier to service innovation and understand how Service Design can allow service organisations to develop and implement service innovations with a customer-centric focus. Students will furthermore be able to identify and evaluate the expectations of various stakeholders in real-life contexts and to appreciate how difficult the interaction and cooperation between different stakeholders can be. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/30709 |
| Fulltext version: | Accepted version |
| License (according to publishing contract): | Licence according to publishing contract |
| Restricted until: | 2025-05-08 |
| Departement: | Life Sciences and Facility Management |
| Organisational Unit: | Institute of Facility Management (IFM) |
| Appears in collections: | Publikationen Life Sciences und Facility Management |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 2024_Merkle-etal_Service-innovation-gap-fast-food-chain-CH.pdf Until 2025-05-08 | Accepted Version | 395.92 kB | Adobe PDF | View/Open |
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Merkle, T., Knaus, D., & Siegrist, C. (2024). Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland. In M. Sigala, M. Fang, A. Yeark, J. N. Albrecht, & O. Vorobjovas-Pinta (Eds.), Case Based Research in Tourism, Travel, and Hospitality (pp. 179–192). Springer. https://doi.org/10.1007/978-981-97-1891-7_10
Merkle, T., Knaus, D. and Siegrist, C. (2024) ‘Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland’, in M. Sigala et al. (eds) Case Based Research in Tourism, Travel, and Hospitality. Singapore: Springer, pp. 179–192. Available at: https://doi.org/10.1007/978-981-97-1891-7_10.
T. Merkle, D. Knaus, and C. Siegrist, “Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland,” in Case Based Research in Tourism, Travel, and Hospitality, M. Sigala, M. Fang, A. Yeark, J. N. Albrecht, and O. Vorobjovas-Pinta, Eds. Singapore: Springer, 2024, pp. 179–192. doi: 10.1007/978-981-97-1891-7_10.
MERKLE, Thorsten, Dominik KNAUS und Chantal SIEGRIST, 2024. Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland. In: Marianna SIGALA, Marcela FANG, Anastasia YEARK, Julia N. ALBRECHT und Oscar VOROBJOVAS-PINTA (Hrsg.), Case Based Research in Tourism, Travel, and Hospitality. Singapore: Springer. S. 179–192. ISBN 978-981-97-1890-0
Merkle, Thorsten, Dominik Knaus, and Chantal Siegrist. 2024. “Closing the Service Innovation Gap in Hospitality Management : The Case of a Fast-Food Chain in Switzerland.” In Case Based Research in Tourism, Travel, and Hospitality, edited by Marianna Sigala, Marcela Fang, Anastasia Yeark, Julia N. Albrecht, and Oscar Vorobjovas-Pinta, 179–92. Singapore: Springer. https://doi.org/10.1007/978-981-97-1891-7_10.
Merkle, Thorsten, et al. “Closing the Service Innovation Gap in Hospitality Management : The Case of a Fast-Food Chain in Switzerland.” Case Based Research in Tourism, Travel, and Hospitality, edited by Marianna Sigala et al., Springer, 2024, pp. 179–92, https://doi.org/10.1007/978-981-97-1891-7_10.
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