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

Author

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  • 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)

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.

Suggested Citation

  • Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
    • Handle: RePEc:spr:svcbiz:v:15:y:2021:i:4:d:10.1007_s11628-021-00461-w
    DOI: 10.1007/s11628-021-00461-w
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