Cargando…

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

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...

Descripción completa

Detalles Bibliográficos
Autores principales: Tai, Yang-Fei, Wang, Yi-Chieh, Luo, Ching-Ching
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer Berlin Heidelberg 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8588770/
http://dx.doi.org/10.1007/s11628-021-00461-w
_version_ 1784598553059917824
author Tai, Yang-Fei
Wang, Yi-Chieh
Luo, Ching-Ching
author_facet Tai, Yang-Fei
Wang, Yi-Chieh
Luo, Ching-Ching
author_sort Tai, Yang-Fei
collection PubMed
description 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. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1007/s11628-021-00461-w.
format Online
Article
Text
id pubmed-8588770
institution National Center for Biotechnology Information
language English
publishDate 2021
publisher Springer Berlin Heidelberg
record_format MEDLINE/PubMed
spelling pubmed-85887702021-11-12 Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry Tai, Yang-Fei Wang, Yi-Chieh Luo, Ching-Ching Serv Bus Empirical Article 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. SUPPLEMENTARY INFORMATION: The online version contains supplementary material available at 10.1007/s11628-021-00461-w. Springer Berlin Heidelberg 2021-11-12 2021 /pmc/articles/PMC8588770/ http://dx.doi.org/10.1007/s11628-021-00461-w Text en © The Author(s), under exclusive licence to Springer-Verlag GmbH Germany, part of Springer Nature 2021 This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic.
spellingShingle Empirical Article
Tai, Yang-Fei
Wang, Yi-Chieh
Luo, Ching-Ching
Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title_full Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title_fullStr Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title_full_unstemmed Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title_short Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
title_sort technology- or human-related service innovation? enhancing customer satisfaction, delight, and loyalty in the hospitality industry
topic Empirical Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8588770/
http://dx.doi.org/10.1007/s11628-021-00461-w
work_keys_str_mv AT taiyangfei technologyorhumanrelatedserviceinnovationenhancingcustomersatisfactiondelightandloyaltyinthehospitalityindustry
AT wangyichieh technologyorhumanrelatedserviceinnovationenhancingcustomersatisfactiondelightandloyaltyinthehospitalityindustry
AT luochingching technologyorhumanrelatedserviceinnovationenhancingcustomersatisfactiondelightandloyaltyinthehospitalityindustry