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Cited by 300

The DOI matches its Crossref record; 64 of the 64 references it cites were found in a registry or an index.

Innovation, sustainable HRM and customer satisfaction

Open access
Wikhamn, Wajda·2019·International Journal of Hospitality Management
DOI 10.1016/j.ijhm.2018.04.009
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Abstract

Abstract The purpose of this paper is to explore how sustainable human resource management (HRM) practices impact the innovation-customer satisfaction relationship in Swedish hotels. Responding hotels were profiled into four groups based on their involvement in two sustainable HR practices. The findings indicate the relationship between innovation and customer satisfaction is dependent on sustainable HR practices in the organization. Although innovation and sustainable HR practices impact customer satisfaction positively, their interaction suggests that the one can substitute the other to achieve superior customer satisfaction. The study concludes that sustainable HR practices enhance a hotel’s capability to innovate and to have satisfied customers. The relationship between sustainable HR practices and innovation is discussed.

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Citations

Cites

Show all 64 references

Research works printed but not linked: 7

  1. De Brentani, 1991, Success factors in developing new business services, Eur. J. Mark., 25, 33, 10.1108/03090569110138202 · doi:10.1108/03090569110138202
  2. El Masry, 2004, A comparative study on leadership styles adopted by general managers: a case study in Egypt, Anatolia, 15, 109, 10.1080/13032917.2004.9687150 · doi:10.1080/13032917.2004.9687150
  3. McPhee, 2015, Technology in service innovation, Technol. Innov. Manage. Rev., 5, 3, 10.22215/timreview/868 · doi:10.22215/timreview/868
  4. Miralles, 2010, Technological innovation: a challenge for the hotel sector, Eur. J. Inf. Prof., 11, 33
  5. Nicolau, 2013, The effect of innovation on hotel market value, Int. J. Hosp. Manage., 32, 71, 10.1016/j.ijhm.2012.04.005 · doi:10.1016/j.ijhm.2012.04.005
  6. Ottenbacher, 2007, Innovation management in the hospitality industry: different strategies for achieving success, J. Hosp. Tour. Res., 31, 431, 10.1177/1096348007302352 · doi:10.1177/1096348007302352
  7. Wheatley, 2010, Executive compensation as a moderator of the innovation-performance relationship, J. Bus. Manage., 16, 89, 10.1504/JBM.2010.141181 · doi:10.1504/jbm.2010.141181

Cited by

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Metadata

Authors
Wikhamn, W.
Venue
International Journal of Hospitality Management
Publisher
Elsevier BV
Published
2019-01
Volume
76
Pages
102-110
ISSN
0278-4319 (ISSN-L)
DOI
10.1016/j.ijhm.2018.04.009
OpenAlex
W2810899561
Cited by
300
References
64
FWCI
41.50
Type
journal article
Language
en
Open access
green
Licence
  • www.elsevier.com/tdm/userlicense/1.0/ (tdm)
  • www.elsevier.com/legal/tdmrep-license (tdm)
Funders
R&D Fund of the Swedish Tourism & Hospitality Industry (2013-120)

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CoChat. (2026). Citation check: Innovation, sustainable HRM and customer satisfaction. https://app.cochat.ai/papers/10.1016/j.ijhm.2018.04.009
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Wikhamn, W. (2019). Innovation, sustainable HRM and customer satisfaction. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2018.04.009

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.