{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,9,6]],"date-time":"2026-09-06T04:10:47Z","timestamp":1788667847394,"version":"build-2803163510"},"reference-count":58,"publisher":"SAGE Publications","license":[{"start":{"date-parts":[[2026,9,4]],"date-time":"2026-09-04T00:00:00Z","timestamp":1788480000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Cornell Hospitality Quarterly"],"abstract":"<jats:p>\n                    This article investigates the operational challenges of launching\n                    <jats:italic toggle=\"yes\">radical service innovations<\/jats:italic>\n                    (RSI) in the hospitality industry. While RSI is a primary driver of competitive advantage, the operations management literature has largely focused on incremental innovations. We address this gap by examining the\n                    <jats:italic toggle=\"yes\">innovation window<\/jats:italic>\n                    , the critical post-implementation phase where a firm introduces a radical value proposition (the wellness-centric guest room) that conflicts with established operational routines. Using a unique data set of matched reservation and survey records from a major destination hotel during its RSI launch (2014\u20132015), we employ Heckman correction and quantile regression to disentangle the effects of\n                    <jats:italic toggle=\"yes\">extrinsic<\/jats:italic>\n                    (process efficiency),\n                    <jats:italic toggle=\"yes\">intrinsic<\/jats:italic>\n                    (experiential emotion), and\n                    <jats:italic toggle=\"yes\">systemic<\/jats:italic>\n                    (economic value) drivers on guest satisfaction. Our results reveal a hierarchy of value in radical innovation adoption: We find that operational efficiency in the check-in process acts as a gatekeeper, as it functions as an educational mechanism that reduces technology anxiety and enables customer co-creation. Without this operational competence (\n                    <jats:italic toggle=\"yes\">extrinsic<\/jats:italic>\n                    value), guests fail to unlock the higher-order emotional benefits (\n                    <jats:italic toggle=\"yes\">intrinsic<\/jats:italic>\n                    value) of the innovation. Furthermore, we find evidence that for lower-satisfaction guests, value is driven primarily by systemic economic factors, whereas high-satisfaction guests are driven by intrinsic wellness experiences. We conclude that successful RSI requires a\n                    <jats:italic toggle=\"yes\">servitization<\/jats:italic>\n                    strategy where high-tech amenities are supported by high-touch operational education.\n                  <\/jats:p>","DOI":"10.1177\/19389655261481131","type":"journal-article","created":{"date-parts":[[2026,9,4]],"date-time":"2026-09-04T08:18:02Z","timestamp":1788509882000},"update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":0,"title":["A Hierarchy of Value in the Adoption of Radical Service Innovations: Evidence From Wellness Hospitality"],"prefix":"10.1177","author":[{"given":"Min Kyung","family":"Lee","sequence":"first","affiliation":[{"name":"Baylor University, Waco, TX, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0465-0460","authenticated-orcid":false,"given":"Bernardo F.","family":"Quiroga","sequence":"additional","affiliation":[{"name":"University of Massachusetts Lowell, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Aleda","family":"Roth","sequence":"additional","affiliation":[{"name":"Clemson University, SC, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0264-9041","authenticated-orcid":false,"given":"Rohit","family":"Verma","sequence":"additional","affiliation":[{"name":"University of South Carolina, Columbia, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2026,9,4]]},"reference":[{"key":"e_1_3_4_2_1","doi-asserted-by":"publisher","DOI":"10.1177\/0010880402431004"},{"key":"e_1_3_4_3_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-019-00718-x"},{"key":"e_1_3_4_4_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.emj.2022.05.003"},{"key":"e_1_3_4_5_1","doi-asserted-by":"publisher","DOI":"10.1177\/10946705231222295"},{"key":"e_1_3_4_6_1","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-06-2016-0142"},{"key":"e_1_3_4_7_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670518797479"},{"key":"e_1_3_4_8_1","doi-asserted-by":"publisher","DOI":"10.1362\/026725705774538408"},{"key":"e_1_3_4_9_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2019.102404"},{"key":"e_1_3_4_10_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2024.103725"},{"key":"e_1_3_4_11_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.respol.2005.03.009"},{"key":"e_1_3_4_12_1","doi-asserted-by":"publisher","DOI":"10.1108\/03090569410062005"},{"key":"e_1_3_4_13_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.2015.2172"},{"key":"e_1_3_4_14_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0167-8116(97)00004-9"},{"key":"e_1_3_4_15_1","doi-asserted-by":"publisher","DOI":"10.3390\/su11226277"},{"key":"e_1_3_4_16_1","doi-asserted-by":"publisher","DOI":"10.1080\/13683500.2020.1746247"},{"key":"e_1_3_4_17_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2013.12.004"},{"key":"e_1_3_4_18_1","doi-asserted-by":"publisher","DOI":"10.1287\/serv.2017.0180"},{"key":"e_1_3_4_19_1","doi-asserted-by":"publisher","DOI":"10.1108\/09564231211248426"},{"key":"e_1_3_4_20_1","doi-asserted-by":"publisher","DOI":"10.1108\/14626001311298439"},{"key":"e_1_3_4_21_1","volume-title":"The structure of value: Foundations of a scientific axiology","author":"Hartman R. 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