Quality and innovation in the hospitality industry: A literature review

Purpose – The purpose of this paper is to determine the enablers of quality and innovation management in the hospitality sector.
Design/ methodology/ approach – This work is based on an extended literature review that was conducted by using the phrases service innovation, service quality, tourism and hospitality as keywords. Emerald, Scopus and Tailor and Francis are some of the databases used in order to have access to high ranked journals.
Findings – This paper presents the findings of a literature review about quality and innovation management enablers in the hospitality industry, which lead to specific conclusions about what influences both quality and innovation in a global sector like hospitality.
Research limitations – The findings of this work are based solely on the results of previous researches. Consequently, the paper’s research questions need to be empirically validated in a quantitative or/and qualitative future research.
Research implications – This paper expands the theoretical links between service innovation and service quality in the hospitality sector.
Originality/ value: There is still a lack of theory-based frameworks in the literature regarding service innovation in the hospitality sector. The main contribution of this paper is that it links service innovation and service quality management in tourism, which opens up new, promising avenues for further research.

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Innovation Management, Quality Management, Hospitality