Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry

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Title:	Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
Authors:	Tai, Yang-Fei Wang, Yi-Chieh Luo, Ching-Ching
Contributors:	Chia Nan Univ Pharm & Sci, Dept Tourism Management
Keywords:	Technology-related service innovation Human-related service innovation Satisfaction Delight SmartPLS
Date:	2021
Issue Date:	2023-11-11 11:44:11 (UTC+8)
Publisher:	SPRINGER HEIDELBERG
Abstract:	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.
Relation:	SERV BUS, v.15, n.4, pp.667-694
Appears in Collections:	[Dept. of Tourism Management] Periodical Articles

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