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

Yang-Fei Tai (), Yi-Chieh Wang () and Ching-Ching Luo ()
Additional contact information
Yang-Fei Tai: Chia-Nan University of Pharmacy & Science
Yi-Chieh Wang: Chia-Nan University of Pharmacy & Science
Ching-Ching Luo: Chia-Nan University of Pharmacy & Science

Service Business, 2021, vol. 15, issue 4, No 5, 667-694

Abstract: 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.

Keywords: Technology-related service innovation; Human-related service innovation; Satisfaction; Delight; SmartPLS (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://link.springer.com/10.1007/s11628-021-00461-w Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:15:y:2021:i:4:d:10.1007_s11628-021-00461-w

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-021-00461-w

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().