@article{Kitsios:10043,
      recid = {10043},
      author = {Kitsios, Fotis C.},
      title = {Services marketing in the hospitality economy: An  exploratory study},
      address = {2006},
      number = {736-2016-50774},
      series = {Seminar Paper},
      pages = {23},
      year = {2006},
      abstract = {Meeting the challenges of an unstable and unsettled  environment is not easy. The recent
impacts on the  hospitality services economy of changing technology,  mergers of institutions,
increasingly demanding consumers  and increased competition have created an atmosphere  of
volatility and rapid change. In order to survive in this  demanding market place, service
organisations have only one  choice, to successfully develop and launch new services.  However, the
failure rate of new service projects is high,  because the knowledge on how new services should  be
developed is limited. Unfortunately, unlike tangible new  product development practices which have
the benefit of  extensive research into how successful new products are  developed, the service sector
has only recently begun to  explore ways to ensure the success of new services.  Therefore, this study
focuses on a better understanding of  how successful new hotel services are developed  and
investigates the factors, which have impact on success  or failure in new service development (NSD)
in the hotel  sector. The results of the exploratory study are summarised  in a conceptual model for
further research.},
      url = {http://ageconsearch.umn.edu/record/10043},
      doi = {https://doi.org/10.22004/ag.econ.10043},
}