Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Service innovation, customer satisfaction and behavioural intentions: a conceptual framework

Service innovation, customer satisfaction and behavioural intentions: a conceptual framework This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.Design/methodology/approachThe proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.FindingsThe proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.Practical implicationsThis paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.Originality/valueThis study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality and Tourism Technology Emerald Publishing

Service innovation, customer satisfaction and behavioural intentions: a conceptual framework

Download PDF
14 pages

Loading next page...
 
/lp/emerald-publishing/service-innovation-customer-satisfaction-and-behavioural-intentions-a-9vojIY3Q77
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1757-9880
DOI
10.1108/jhtt-02-2019-0030
Publisher site
See Article on Publisher Site

Abstract

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.Design/methodology/approachThe proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.FindingsThe proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.Practical implicationsThis paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.Originality/valueThis study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

Journal

Journal of Hospitality and Tourism Technology – Emerald Publishing

Published: Oct 31, 2020

Keywords: Service innovation; Customer satisfaction; Theory of planned behaviour; Service-dominant logic; Innovativeness; Diffusion of innovation theory; Hospitality operations; Expectation-confirmation theory; Service clues; 服务创新; 创新性; 顾客满意度; 服务导向型; 酒店运营; 期待-确认理论; 创新扩散理论; 计划行为理论; 服务提示

References

  • Boutique hotel attributes and guest behavioural intentions
    Ahmad, N.; Hemdi, M.; Othman, D.
  • The theory of planned behaviour
    Ajzen, I.
  • Make it delightful: customers' experience, satisfaction and loyalty in malaysian theme parks
    Ali, F.; Kim, W.G.; Li, J.; Jeon, H.-M.
  • Influence of experiences on memories, satisfaction and behavioural intentions – a study of creative tourism
    Ali, F.; Ryu, K.; Hussain, K.
  • Boutique hotels take southeast asia by storm
    Andrews, M.
  • A preliminary study on customer expectations of hotel hospitality: influences of personal and hotel factors
    Ariffin, A.A.M.; Maghzi, A.
  • Examining the effect of novelty seeking, satisfaction, and destination image on tourists’ return pattern: a two factor, non-linear latent growth model
    Assaker, G.; Vinzi, V.E.; O’Connor, P.
  • Designing unique and memorable experiences co-creation and the surprise factor
    Azevedo, A.
  • Determinants of hotel guests’ service experiences: an examination of differences between lifestyle and traditional hotels
    Baek, J.; Choe, Y.; Ok, C.M.
  • Service clues and customer assessment of the service experience- lessons from marketing
    Berry, L.; Wall, E.A.; Carbone, L.P.
  • Encounter satisfaction versus overall satisfaction
    Bitner, M.J.; Hubbert, A.R.; Rust, R.T.; Oliver, R.L.
  • Hotel attributes and consumer satisfaction: a cross-country and cross-hotel study
    Bodet, G.; Anaba, V.; Bouchet, P.
  • Understanding the customer experiences from the perspective of guests and hotel managers: empirical findings from luxury hotels in Istanbul, Turkey
    Cetin, G.; Walls, A.
  • Designing lifestyle hotels
    Cheng, J.-S.; Tang, T.-W.; Shih, H.-Y.; Wang, T.-C.
  • Customer satisfaction in Jamaican hotels through the use of information and communication technology
    Chevers, D.; Spencer, A.
  • Influence of mechanic, functional, and humanic clues on customers’ experiential values and behavioral intentions in full-service restaurants
    Chua, B.-L.; Jin, N.; Lee, S.; Goh, B.
  • Systematic review of the elements and service standards of delightful service
    Chun Wang, J.; Wang, Y.-C.; Tai, Y.-F.
  • The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty
    Gao, B.W.; Lai, I.K.W.
  • Customer co‐creation in service innovation: a matter of communication?
    Gustafsson, A.; Verma, R.; Kristensson, P.; Witell, L.
  • Price fairness perceptions and hotel customers' behavioural intentions
    Haddad, E.; Hallak, R.; Assaker, G.
  • Travelers' pro-environmental behavior in a green lodging context: converging value-belief-norm theory and the theory of planned behavior
    Han, H.
  • Hip heritage: the boutique hotel business in singapore
    Henderson, J.C.
  • From innovation to sustainability: sustainability innovations of eco-friendly hotels in Taiwan
    Horng, J.-S.; Liu, C.-H.; Chou, S.-F.; Tsai, C.-Y.; Chung, Y.-C.
  • Experience quality and hotel boutique customer loyalty: mediating role of hotel image and perceived value
    Hussein, A.S.; Hapsari, R.D.V.; Yulianti, I.
  • Emerging definitions of boutique and lifestyle hotels: a Delphi study
    Jones, D.L.; Day, J.; Quadri-Felitti, D.
  • Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
    Jones, M.A.; Suh, J.
  • Customers’ preferences for new technology-based self-services versus human interaction services in hotels
    Kattara, H.S.; El-Said, O.A.
  • Why tourists are attracted to boutique
    Khosravi, S.; Malek, A.; Ekiz, E.
  • Hospitality and hospitableness
    Lashley, C.
  • An investigation of the relationships among service quality, transaction-specific satisfaction, and overall satisfaction in predicting golfers' repurchase intention
    Lee, J.C.; Backman, K.F.; Backman, S.J.
  • Less is more: a new insight for measuring service quality of green hotels
    Lee, W.-H.; Cheng, C.-C.
  • Exploring the dynamic effect of multi-quality attributes on overall satisfaction: the case of incentive events
    Lee, J.-S.; Choi, Y.; Chiang, C.-H.
  • Service innovation: a service dominant logic perspective
    Lusch, R.F.; Nambisan, S.
  • Independent hotels charge into Asia, play major factor in supply growth
    Lye, V.
  • Management innovation in the hotel industry
    Nieves, J.; Segarra-Ciprés, M.
  • Is there room for capsule hotels in Singapore's crowded hotel market?
    Noble, L.W.
  • Effect of expectation and disconfirmation on postexposure product evaluations- an alternative interpretation
    Oliver, R.
  • When the recipe is more important than the ingredients
    Ordanini, A.; Parasuraman, A.; Rubera, G.
  • Service productivity, quality and innovation
    Parasuraman, A.
  • Are innovations relevant for consumers in the hospitality industry? A hedonic approach for cuban hotels
    Peña, M.R.; Núñez-Serrano, J.A.; Turrión, J.; Velázquez, F.J.
  • Etourism: ICT and its role for tourism management
    Pierdicca, R.; Paolanti, M.; Frontono, E.
  • If you install it, will they use it? Understanding why hospitality customers take ‘technological pauses’ from self-service technology
    Rosenbaum, M.S.; Wong, I.A.
  • Examination of the congestion situation of a restaurant in a theme park using feedback control
    Sakamoto, N.
  • Raising the standards of hospitality through the role of innovation and culture. A case study on hotel Justa
    Shahi, S.; Goswami, P.
  • New service bonds and customer value in customer relationship management: the case of museum visitors
    Siu, N.Y.-M.; Zhang, T.J.-F.; Dong, P.; Kwan, H.-Y.
  • Exploring value propositions and service innovation: a service-dominant logic study
    Skålén, P.; Gummerus, J.; von Koskull, C.; Magnusson, P.R.
  • Examining key drivers of customer delight in a hotel experience: a cross-cultural perspective
    Torres, E.N.; Fu, X.; Lehto, X.
  • From customer satisfaction to customer delight
    Torres, E.N.; Kline, S.
  • The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country
    Truong, N.; Nisar, T.; Knox, D.; Prabhakar, G.
  • Hotel choice criteria by business and leisure travelers
    Tsai, Y.-H.; Wu, C.-T.; Chen, S.-L.
  • Service-dominant logic: continuing the evolution
    Vargo, S.L.; Lusch, R.F.
  • The influence of perceived technological congruence of smartphone application and air travel experience on consumers’ attitudes toward price change and adoption
    Wang, W.
  • Art-oriented model of hotel service innovation
    Wang, T.-C.; Tang, T.-W.; Cheng, J.-S.
  • Defining service innovation: a review and synthesis
    Witell, L.; Snyder, H.; Gustafsson, A.; Fombelle, P.; Kristensson, P.