The Influences of Perceived Innovativeness on Customer Satisfaction in Hotel Service Operation: A Conceptual Framework

Truong, N, Nkhoma, M, McClelland, R and Dang, D 2018, 'The Influences of Perceived Innovativeness on Customer Satisfaction in Hotel Service Operation: A Conceptual Framework', in Paolo Mura, Aaron Tham (ed.) Proceedings of the 6th Annual Conference on Travel and Tourism Research Association Asia Pacific Chapter (TTRA APac 2018), Ho Chi Minh City, Vietnam, 1-3 December 2018, pp. 249-268.


Document type: Conference Paper
Collection: Conference Papers

Title The Influences of Perceived Innovativeness on Customer Satisfaction in Hotel Service Operation: A Conceptual Framework
Author(s) Truong, N
Nkhoma, M
McClelland, R
Dang, D
Year 2018
Conference name TTRA APac 2018: Travel & Tourism Research in the Global South: Advancing through Cooperation and Collaboration
Conference location Ho Chi Minh City, Vietnam
Conference dates 1-3 December 2018
Proceedings title Proceedings of the 6th Annual Conference on Travel and Tourism Research Association Asia Pacific Chapter (TTRA APac 2018)
Editor(s) Paolo Mura, Aaron Tham
Publisher Travel and Tourism Research Association
Place of publication United States
Start page 249
End page 268
Total pages 20
Abstract Satisfying customers is always a critical concern of every organisation, especially of that in the hospitality industry. Many scholars and practitioners have investigated the factors that possibly influence how customers perceive and evaluate the offering services. The Service-Dominant Perspective suggests that perceiving innovation of service delivery may delight customers' experience, hence resulting in more favourable behaviour intentions toward the service operation. Notably, there are schools of thoughts arguing the different impacts of transaction-specific satisfaction and overall satisfaction toward customer behavioural intentions. Therefore, this study proposes a conceptual framework to examine the impacts of transaction-specific satisfaction versus overall satisfaction through perceived innovativeness. Theory of Expectation Confirmation, Diffusion of Innovation Theory and Theory of Planned Behaviour were employed to construct the conceptual framework. Based on the fundamental theories and the relevant literature, this study proposes that perceived Innovative Service Clues can reflect transaction-specific satisfaction whereas perceived Innovativeness can reflect the overall satisfaction. Furthermore, this study will provide practical implications by investigating customer satisfaction of innovativeness in the case of boutique hotel concept in Vietnam. The paper concludes with the framework's potential implications, limitations and suggestions for further investigation.
Subjects Impacts of Tourism
Keyword(s) Service innovation
innovativeness
service clues
customer satisfaction
service delivery
Service- Dominant Logic
Expectation Confirmation Theory
Diffusion of Innovation Theory
Theory of Planned Behaviour
Copyright notice © 2018 no part may be reproduced without prior written permission from the publisher.
ISBN 9780994203144
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