A Study of the Relationship between Service Innovation and Customer Satisfaction in International Tourism Hotels – Customer Experience as Mediator
| Autor: | CAI XIAOYUE, 蔡曉悅 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 This study aims to explore the relationship between service innovation and customer satisfaction in Taiwan international hotel lodging industry. By purposive sampling of lodging customers who have lived at least once in Taiwan international tourism hotels within the past year, 400 questionnaires were distributed, of which 238 were valid (59.5%). The results of this study are as following: (1) Service innovation has positive effect on customer experience; (2) Functional experience has positive effect on customer satisfaction; (3) Functional experience has mediating effect on the relationship between service innovation and customer satisfaction. It is expected that the results of this study will offer suggestions for the development of Taiwan international tourism hotel industry. It is suggested that Taiwan international tourism hoteliers should take customer participation into consideration when they make innovation decisions, for customer experience is essential for service innovation to have effects on customer satisfaction and achieve unique competitive strength. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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