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The second set of ten 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, Brewerkz, ComfortDelgro Taxi,, Iggy’s, Jumbo Seafood,,, Sakae Sushi, Shangri-La Singapore and Stevens Pass, are valuable for all segments of the hospitality industry.


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