Managing Customer Services: Entrepreneurship in Hospitality Industry

摘要

As the importance of service sectors in the world economy has been continuously increasing, service entrepreneurship became one of the pertinent research focuses over the coming years. Entrepreneurship plays a key role in obtaining sustainable competitive advantages, especially in the dynamic and rapidly evolving hospitality industry to meet the changing needs of their customers. In the past hospitality, researches can perhaps be criticized for concentrating too much on the processes of stability and incremental change and too little on the processes of radical change. This article examined the changing nature of hospitality organizations using the lens of entrepreneurship, and comprehensively reviewed the previous work in hospitality industry in terms of the characteristics of entrepreneurs, entrepreneurial process and the key success factors in entrepreneurship. The results showed that entrepreneurship has moved to the core of management thinking and action in many different contexts, though previous work in the hospitality, leisure and tourism filed has been sparse. Finally, it is also suggested that the research of entrepreneurship in hospitality industry is still at an early stage and there are many research areas that can be further developed.