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Improving the Guest Experience through Service Innovation: Ideas and Principles for the Hospitality Industry

Innovation is the process of developing new ideas or processes, or taking existing ideas and processes in new directions. An innovative idea or process does not have to involve a bolt from the blue, but it almost always involves at least a twist on current operations. Meeting at Cornell’s School of Hotel Innovation, a group of two dozen service researchers and practitioners gathered in May 2011 to examine the latest concepts in service, with a goal of sharing innovative ideas and processes, and expanding a culture of innovation in the hospitality industry.