Browsing by Author "Wu, Yu-Chi"

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How to Enhance Customer Involvement in Service Innovation within Service Industry
(2019-06-01)
Wu, Yu-Chi
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Lin, Grace T. R.
;
Yu, Wei-Han
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科技管理研究所
;
Institute of Management of Technology
The purpose of this study is to provide a framework to develop the linkage between employee service innovation behavior and customer involvement in service innovation based on social exchange theory. This empirical study utilizes regression analysis to test the proposed mediating model. The findings indicate that the employee service innovation behavior leads to a quality customer-employee relationship which in turn encourages consumers to involve in service innovation.
The Interaction between Service Employees and Customers toward the Increase of Purchase Intention: An Evidence from Service Industry
(2019-01-01)
Wu, Yu-Chi
;
Lin, Grace T. R.
;
Lin, Jan-Ruei
;
科技管理研究所
;
Institute of Management of Technology
The purpose of this study is to explore the managerial question of how travel agents may interact with customers toward the increase of purchase intention of tour packages within a perceived performance risk context. This empirical study utilizes moderated mediation techniques for data analysis. The findings indicate that the consumer perceived performance risk influences the mediated relationship between travel agent customer-oriented behavior and purchase intention via customer trust. The implications indicate that travel companies in a service sector of high perceived performance risk may benefit from incorporating travel agents acting in customer-oriented behaviors in order to increase customer confidence and trust in purchase decision making.