Multilevel Linking Service Innovation, Service Sweethearting, and Brand Association: The Moderating Role of Sustainable Human Resource Management
學年 109
學期 2
出版（發表）日期 2021-02-27
作品名稱 Multilevel Linking Service Innovation, Service Sweethearting, and Brand Association: The Moderating Role of Sustainable Human Resource Management
作品名稱（其他語言）
著者 Lee, M. H.; Wang, C.; Xiao, Z. M.; Wu, T. J.
單位
出版者
著錄名稱、卷期、頁數 SAGE Open (SSCI), 11(1), 1-15
摘要 This study investigated the effects of incremental service innovation on customer brand association and further explored the multilevel mediating and moderating variables underlying this link. Multilevel analyses of the data were conducted using 374 valid questionnaires from employee–customer paired samples in 68 hospitality companies in China. The research results showed that incremental service innovation (supervisor-reported) explained significant variance in customer brand association (customer-reported). The service sweethearting (employee-reported) fully mediated the relationship between incremental service innovation and brand association. Furthermore, sustainable human resource management (supervisor-reported) positively moderated the relationship between incremental service innovation and brand association. This study originally represents a unique contribution to combine the individual and organizational perspectives of service innovation and further confirms the multilevel-moderating effect of sustainable human resource management that enhances the relationship between service sweethearting and customer brand association. Managerial implications and future research suggestions are presented.
關鍵字 incremental service innovation;service sweethearting;customer brand association;sustainable human resource management;multilevel analysis
語言 en_US
ISSN 2158-2440
期刊性質 國外
收錄於 SSCI
產學合作
通訊作者
審稿制度 是
國別 USA
公開徵稿
出版型式 ,電子版
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/121333 )

SDGS 尊嚴就業與經濟發展,產業創新與基礎設施