Despite the importance of service innovation research, it remains unclear how service innovation paradoxically induces customer defections during service failures. Using a three time-lag interval design, our findings show that customers’ negative responses to hotel betrayals outweigh their positive responses to service innovations. Thus, we demonstrate that service innovation does not always positively impact organizational performance. Similar outcomes arise when examining the insignificance of static online reviews and review change rates. We find that while customers experiencing hotel service failures are likelier to end their relationships with said hotels as their negative perceptions increase, their experiences are unaffected by the rate at which the hotel implements service innovations. Finally, online reviews directly and indirectly affect defection intentions in service failure contexts, especially when time is a factor.

中文翻译：

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服务创新是否减少了失望客户的客户流失意图？酒店业的潜在增长建模方法


尽管服务创新研究很重要，但目前尚不清楚服务创新如何在服务失败期间自相矛盾地导致客户流失。使用三个时间滞后区间设计，我们的研究结果表明，客户对酒店背叛的负面反应超过了他们对服务创新的积极反应。因此，我们证明了服务创新并不总是对组织绩效产生积极影响。在检查静态在线评论和评论更改率的微不足道时，会出现类似的结果。我们发现，虽然随着负面看法的增加，遇到酒店服务失败的客户更有可能结束与上述酒店的关系，但他们的体验不受酒店实施服务创新速度的影响。最后，在线评论会直接和间接地影响服务失败情况下的流失意图，尤其是当时间是一个因素时。