This study aims at creating a framework describing how the interaction
capabilities between dynamic marketing and service innovation can
influence service excellence. In this study market sensing, market
learning, market targeting or positioning are classified as dynamic
marketing capabilities (DMC), while sensing, seizing, and transforming
are classified as service innovation capabilities (SIC). Hence, the
drivers of service excellence for the framework being developed are
divided into three main categories: dynamic marketing capability,
service innovation capability, and their interaction. The findings of
the study on three hotels, ranging from 4-star to 5-star hotels and
operating in Indonesia, suggest that both capabilities and their
interaction play their roles in achieving service excellence. [ABSTRACT
FROM AUTHOR]