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

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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
显示于类别:	[觀光事業管理系(含溫泉所)] 期刊論文

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