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    Please use this identifier to cite or link to this item: https://ir.cnu.edu.tw/handle/310902800/34333


    標題: Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
    作者: Tai, Yang-Fei
    Wang, Yi-Chieh
    Luo, Ching-Ching
    貢獻者: Chia Nan Univ Pharm & Sci, Dept Tourism Management
    關鍵字: Technology-related service innovation
    Human-related service innovation
    Satisfaction
    Delight
    SmartPLS
    日期: 2021
    上傳時間: 2023-11-11 11:44:11 (UTC+8)
    出版者: SPRINGER HEIDELBERG
    摘要: To sustain a company's competitive advantage, providing innovative products or services is inevitable. Previous researches mainly focused on technology-related service innovation (TRSI), letting human-related service innovation (HRSI) remain largely unstudied. However, the authors believe that human service is the vital factor affecting customers' experiences and thus cannot be overlooked. This study applied the PLS-SEM method to examine the role of TRSI and HRSI and conclude that HRSI applications have a stronger effect on satisfaction and delight. TRSI also moderates the relationship between HRSI applications and delight. Our results provide new information and meaningful guidelines to hospitality practitioners and academic research.
    關聯: SERV BUS, v.15, n.4, pp.667-694
    Appears in Collections:[觀光事業管理系(含溫泉所)] 期刊論文

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