Model of Service Innovation with Maslow’s Hierarchy of Needs in Hotel Business

Abstract

This academic article intends to present “Model of Service Innovation with Maslow’s Hierarchy of Needs in Hotel Business”, from the conceptual study of innovation consists of the “S” Curve of Technology and S-Curve and Adopter segmentation, 3 Stages of Services in Hotel included 1) Core service 2) Expected service and 3) Exceeded service and the importance of Hotel’s Service Innovation. Maslow’s Hierarchy of Needs is applied for this study’s conceptual framework which shows the linkage between innovation and Maslow’s Hierarchy of Needs for reaches the conclusion of service innovation in hotel business to approach the best service for the beyond expectation. The study found that, the linkage between "S" Curve of Technology and Maslow's Hierarchy of Needs is “The Cycle” and the key factor is the endless human needs while the "service provider" section is something that cannot be ignored. From the above mentioned, it is important for the hotel business to maintain its strengths in terms of "Service" and "Innovation" because of innovation influences the decision-making process, choosing a service design (Service Design) as a key element in service delivery and lead to competitive advantage of the organization. Innovation is also the identity of each organization by define the attributes of what people will perceive and interpret, these are things that represent the value and value of the hotel industry.