Building Sustainable Relationships: Service Innovation at the Pinnacle of Touristic Achievement

Abstract

Asia Pacific is renowned as a travelling hot spot amongst both domestic and international tourists. With Malaysia as the focal point, and based on the foundation of Stimulus-Organism-Response (SOR), this study aims to explore different routes undertaken by tourists towards both satisfaction and loyalty concerning the Malaysian tourism industry, following the impacts of service innovation and destination image. A self-administrated survey was conducted across 322 tourists. The significance of the hypothesized relationships was further tested by employing the AMOS’s structural modelling approach. Obtained results demonstrate that service innovation as a direct antecedent to destination loyalty, destination image and tourist satisfaction. Destination image also has a direct influence on destination loyalty. The mediating roles of destination image and tourist satisfaction between service innovation and destination loyalty were also established. The findings determined service delivery and innovation as more effective marketing tools to tourism practitioners for building brand reputation and tourists’ loyalty. Service innovation remains absolutely crucial in the competitive tourism marketplace to build and sustain tourist satisfaction and destination loyalty.

The Effect of Perceived Usefulness, Perceived Ease of Use, Perceived Risk and Reward Towards E-wallet Usage Intention: A Moderating Role of Trust

“…In conclusion, it is hoped that the present study has provided invaluable information and ideas to relevant parties, such as e-wallet service providers, marketers, and retailers and assisted them in improving and attracting more consumers to use the e-wallet system as a new technology payment for the future. Technologies are dynamic and continue to transform and advance (Aw et al, 2022;Cheng et al, 2021;Hosen et al, 2021). The future method of payment may become unique and more advanced.…”

Mediating customer engagement in the relationship between fast-food restaurants' innovativeness and brand evangelism during COVID-19: evidence from emergent markets

“…SOR defines stimuli as external or internal factors that may affect a person (Eroglu et al , 2001). Previous SOR model-based research has stimulated innovation (Cheng et al , 2021; Lee et al , 2011), suggesting that consumers' perceptions of innovative technologies affect their cognitive, emotional and behavioural responses (Lee et al , 2011). An individual's internal structure and processes between exposure to an external stimulus and elicitation of an action or response are called “organism” (Chang et al , 2011).…”

Relationship Management Capability and Service Innovation Performance: The Joint-Effect of Relationship Learning and Competitive Intensity

“…For example, Den Hertog [25] defines service innovation as a broad-based innovative behavior and process that includes four dimensions: service concept, relationship between service providers and users, service delivery system, and technological change. Therefore, service innovation no longer refers only to innovation in the service industry, but covers innovative behaviors and processes including service concept, service provider and user relationship, service delivery system, and technological change [28].…”