ANALYSIS OF THE RELATIONSHIP BETWEEN ABSORPTIVE CAPACITY, INNOVATION IN SERVICES AND THE PERFORMANCE OF THE SANTA CATARINA HOTEL SECTOR

ABSTRACT:

The aim of this study is to analyzes the relationship between absorptive capacity, performance and service innovation within the Santa Catarina hotel sector since the determinants of this relationship are incipient in this field. First, a literature review led to developing a questionnaire (designed on a seven-point Likert scale) which was then validated by specialists. Three hypotheses have been considered and from them we propose sixteen secondary hypotheses. Next, a survey involved collecting data from 205 hotel located in six mesoregions of the state, and exploratory factor analysis was performed. The results elucidate the low heterogeneity across hotel - businesses focus - with significant relations between absorptive capacity, performance and service innovation only to a certain level. Absorptive capacity, in this case, is carried out by exploitation dimension especially with incentives for innovation, research and development, learning, for example. In addition, it was revealed that service innovation in the dimension new customer influence firm performance, strengthening the importance of a market knowledge, interaction with customers and tourism production chains, in the light of the actions and dynamics in the organization.

KEYWORDS:
absorptive capacity; performance; service innovation; hotel sector