Luxury and innovation: Towards an evaluative framework

Abstract

This conceptual paper uses a historical and psychological analysis of luxury to argue that it is has been, and continues to be, a driver of innovation in the tourism and hospitality industries. In examining the relationship between creativity and innovation, the paper identifies four paradoxes which, it argues, are embedded in the decision-making processes that create new objects and services. The paper argues that, if innovation and creativity are separated from the hegemony of change, then it is possible to devise a set of criteria as to what may be judged to be innovative. A set of seven criteria are postulated.

Do customers share the same perspective? A study on online OTAs ratings versus user ratings of Hong Kong hotels

“…International hotel chains have a strong brand image and well-documented standards, and customers could easily obtain these through websites or word of mouth. International chain hotels cannot easily surprise or “wow” the customers (Riley and Szivas, 2015) because the latter normally have certain impressions before they check in. Therefore, in case the service quality fails to meet their expectation, the consumers may be upset and may rate the hotel with a low score.…”