Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland

Merkle, Thorsten; Knaus, Dominik; Siegrist, Chantal

doi:10.1007/978-981-97-1891-7_10

Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-30709

Full metadata record

DC Field	Value	Language
dc.contributor.author	Merkle, Thorsten	-
dc.contributor.author	Knaus, Dominik	-
dc.contributor.author	Siegrist, Chantal	-
dc.date.accessioned	2024-05-22T12:56:26Z	-
dc.date.available	2024-05-22T12:56:26Z	-
dc.date.issued	2024	-
dc.identifier.isbn	978-981-97-1890-0	de_CH
dc.identifier.isbn	978-981-97-1891-7	de_CH
dc.identifier.uri	https://digitalcollection.zhaw.ch/handle/11475/30709	-
dc.description.abstract	This case analyses how a large fast-food restaurant chain in Switzerland used Service Design methodologies to improve their customers’ experience. Initially, the scene is set, and the context introduced before the double diamond is introduced as a useful framework for Service Design projects. The case explains analysis methods employed as well as approaches used for idea generation and prototyping. Advantages and shortcomings of the methodology chosen are discussed in the light of the situation. The case is based on a real-life example but had to be anonymised due to confidentiality reasons. Conceptually, the Service Innovation Gap serves as reference, allowing students to contextualise Service Design as a powerful innovation method for scalable services. With this teaching case study, students will be enabled to understand the Service Innovation Gap as a barrier to service innovation and understand how Service Design can allow service organisations to develop and implement service innovations with a customer-centric focus. Students will furthermore be able to identify and evaluate the expectations of various stakeholders in real-life contexts and to appreciate how difficult the interaction and cooperation between different stakeholders can be.	de_CH
dc.language.iso	en	de_CH
dc.publisher	Springer	de_CH
dc.relation.ispartof	Case Based Research in Tourism, Travel, and Hospitality	de_CH
dc.rights	Licence according to publishing contract	de_CH
dc.subject	Service innovation	de_CH
dc.subject	Restaurant	de_CH
dc.subject	Hospitality management	de_CH
dc.subject	Service design	de_CH
dc.subject	Customer satisfaction	de_CH
dc.subject.ddc	647: Grosshaushaltsführung	de_CH
dc.title	Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland	de_CH
dc.type	Buchbeitrag	de_CH
dcterms.type	Text	de_CH
zhaw.departement	Life Sciences und Facility Management	de_CH
zhaw.organisationalunit	Institut für Facility Management (IFM)	de_CH
zhaw.publisher.place	Singapore	de_CH
dc.identifier.doi	10.1007/978-981-97-1891-7_10	de_CH
dc.identifier.doi	10.21256/zhaw-30709	-
zhaw.funding.eu	No	de_CH
zhaw.originated.zhaw	Yes	de_CH
zhaw.pages.end	192	de_CH
zhaw.pages.start	179	de_CH
zhaw.parentwork.editor	Sigala, Marianna	-
zhaw.parentwork.editor	Fang, Marcela	-
zhaw.parentwork.editor	Yeark, Anastasia	-
zhaw.parentwork.editor	Albrecht, Julia N.	-
zhaw.parentwork.editor	Vorobjovas-Pinta, Oscar	-
zhaw.publication.status	acceptedVersion	de_CH
zhaw.embargo.end	2025-05-08	de_CH
zhaw.publication.review	Peer review (Publikation)	de_CH
zhaw.webfeed	FM in Healthcare	de_CH
zhaw.webfeed	Hospitality and Service Management	de_CH
zhaw.author.additional	No	de_CH
zhaw.display.portrait	Yes	de_CH
Appears in collections:	Publikationen Life Sciences und Facility Management

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2024_Merkle-etal_Service-innovation-gap-fast-food-chain-CH.pdf Until 2025-05-08	Accepted Version	395.92 kB	Adobe PDF	View/Open

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Merkle, T., Knaus, D., & Siegrist, C. (2024). Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland. In M. Sigala, M. Fang, A. Yeark, J. N. Albrecht, & O. Vorobjovas-Pinta (Eds.), Case Based Research in Tourism, Travel, and Hospitality (pp. 179–192). Springer. https://doi.org/10.1007/978-981-97-1891-7_10

Merkle, T., Knaus, D. and Siegrist, C. (2024) ‘Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland’, in M. Sigala et al. (eds) Case Based Research in Tourism, Travel, and Hospitality. Singapore: Springer, pp. 179–192. Available at: https://doi.org/10.1007/978-981-97-1891-7_10.

T. Merkle, D. Knaus, and C. Siegrist, “Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland,” in Case Based Research in Tourism, Travel, and Hospitality, M. Sigala, M. Fang, A. Yeark, J. N. Albrecht, and O. Vorobjovas-Pinta, Eds. Singapore: Springer, 2024, pp. 179–192. doi: 10.1007/978-981-97-1891-7_10.

MERKLE, Thorsten, Dominik KNAUS und Chantal SIEGRIST, 2024. Closing the service innovation gap in hospitality management : the case of a fast-food chain in Switzerland. In: Marianna SIGALA, Marcela FANG, Anastasia YEARK, Julia N. ALBRECHT und Oscar VOROBJOVAS-PINTA (Hrsg.), Case Based Research in Tourism, Travel, and Hospitality. Singapore: Springer. S. 179–192. ISBN 978-981-97-1890-0

Merkle, Thorsten, Dominik Knaus, and Chantal Siegrist. 2024. “Closing the Service Innovation Gap in Hospitality Management : The Case of a Fast-Food Chain in Switzerland.” In Case Based Research in Tourism, Travel, and Hospitality, edited by Marianna Sigala, Marcela Fang, Anastasia Yeark, Julia N. Albrecht, and Oscar Vorobjovas-Pinta, 179–92. Singapore: Springer. https://doi.org/10.1007/978-981-97-1891-7_10.

Merkle, Thorsten, et al. “Closing the Service Innovation Gap in Hospitality Management : The Case of a Fast-Food Chain in Switzerland.” Case Based Research in Tourism, Travel, and Hospitality, edited by Marianna Sigala et al., Springer, 2024, pp. 179–92, https://doi.org/10.1007/978-981-97-1891-7_10.