Pascual-Fernández, Primitiva; Santos-Vijande, María … - In: International Journal of Contemporary Hospitality Management 32 (2020) 9, pp. 2757-2776
Purpose: This study aims to examine the interplay among three key drivers of service innovation success in the hospitality industry. Specifically, how internal marketing practices in hotels influence frontline employee involvement, training and empowerment for the new service provision...