Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 100, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2021.103077
Keywords
Open innovation; Knowledge value co-creation; Customer engagement; Customer empowerment; Social recognition; Creativity
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The research found that customer empowerment, mediated by intrinsic motivations, increased open innovation engagement intentions and had a positive effect on the creativity of proposed innovation ideas. Social recognition rewards, as a form of extrinsic motivation, did not contribute to either open innovation engagement intentions or the creativity of innovation ideas.
While the enhanced connectivity between customers and hospitality brands via online platforms dramatically increases the potential for customer engagement in innovation processes, existing research has not focused on how to facilitate open innovation knowledge creation via customer engagement. The purpose of this research is to explore open innovation processes by examining the impact of customer empowerment and social recognition rewards on both open innovation engagement intentions and the creativity of proposed innovation ideas. Two scenario-based experimental studies and a field survey were conducted. The studies found that customer empowerment, mediated by intrinsic motivations, increased open innovation engagement intentions and also had a positive effect on the creativity of proposed innovation ideas. Social recognition rewards, as a form of extrinsic motivation, did not contribute to either open innovation engagement intentions or the creativity of innovation ideas. This empowerment-intrinsic motivational process for open innovation engagement was confirmed in a field survey.
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