The first ten of a total of fifty cases of hospitality innovators presents a diverse group of concepts and companies, all of which have used novel thinking to meet marketplace needs, regardless of whether those needs are newly identified or longstanding. Although most of the innovations have been made possible by relatively new technology, all of them rest on a core concept of focusing on customers’ desires. Whether the innovations were developed by extending existing concepts or through discontinuous inspiration, they have been generally accepted by customers. The implications and lessons from these ten cases, Aqua by Grandstand, Brand Karma, Capella Hotels & Resorts, EnTrip, Hotels.com Visualiser, Luggage Club, Royal Plaza on Scots, Tastings, Tune Hotels, and VisitBritain.com, are valuable for all segments of the hospitality industry.
Siguaw, J., Enz, C. A., Kimes, S. E., Verma, R., & Walsh, K. (2009). Cases in innovative practices in hospitality and related services: Set 1 [Electronic article]. Cornell Hospitality Report, 9(17), 6-31.