Organisational Innovation
Author
Uddin, Jasim
Term
4. term
Education
Publication year
2016
Submitted on
2016-11-29
Pages
62
Abstract
This thesis examines organizational innovation in the hotel and restaurant sector through a qualitative case study of the Radisson Blu Hotel, Falkoner Allé, Copenhagen. The aim is to understand how innovation can give the hotel’s restaurant a competitive edge in lunch and especially dinner service by addressing three areas: (1) the current performance level of dinner service, (2) how service delivery and innovation affect organizational culture, and (3) how culture influences food and innovation in the hotel industry. The study follows an interpretivist approach using participant observation and qualitative interviews with managers and guests, followed by transcription, coding, and thematic analysis with attention to reliability and validity. The analysis identifies themes including the hotel’s status, innovation initiatives, conferences and events outside the restaurant as a trade-off to cover costs, staff motivation, product and service delivery, innovation for competitiveness, nutritional and health considerations, indoor themes and sensory design, and the menu as a cultural artifact, diverse cultural food experiences, Nordic food, cultural encounters, and innovation in tourism. Service design is rated satisfactory by customers but less satisfactory by management. Culture significantly shapes tourism and tourism-related products, and building cultural capital may benefit the organization. Overall, the findings indicate that targeted organizational innovation in service and design, combined with culturally grounded food offerings, can strengthen the restaurant’s attractiveness and competitiveness.
Denne afhandling undersøger organisatorisk innovation i hotel- og restaurationsbranchen gennem et kvalitativt casestudie af Radisson Blu Hotel, Falkoner Allé, København. Formålet er at forstå, hvordan innovation kan give hotellets restaurant en konkurrencefordel i forbindelse med især middagsservering (samt frokost), ved at belyse tre områder: (1) det nuværende præstationsniveau for middagsserveringen, (2) hvordan serviceleverance og innovation påvirker organisationskulturen, og (3) hvordan kultur påvirker mad og innovation i hotelbranchen. Studiet bygger på et interpretivistisk design med deltagerobservation og kvalitative interviews med ledere og gæster, efterfulgt af transskription, kodning og tematisk analyse med fokus på pålidelighed og gyldighed. Analysen identificerer temaer som hotellets status, innovationstiltag, konferencer og events uden for restauranten som afvejning for at dække omkostninger, personalemotivation, produkt- og serviceleverance, innovation for konkurrenceevne, ernærings- og sundhedshensyn, indendørs temaer og sanseligt design samt madmenuen som kulturelt artefakt, mangfoldige madkulturelle oplevelser, nordisk mad, kulturelle møder og innovation i turisme. Service-designet vurderes som tilfredsstillende af kunder, men mindre tilfredsstillende af ledelsen. Kultur har en væsentlig indflydelse på turisme og turismerelaterede produkter, og opbygning af kulturel kapital kan være fordelagtigt for organisationen. Samlet peger resultaterne på, at målrettet organisatorisk innovation i service- og designdimensioner samt kulturelt forankrede madtilbud kan styrke restaurantens attraktivitet og konkurrenceevne.
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Keywords