This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty.

中文翻译：

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走出孤岛：服务质量创新如何提高印度尼西亚酒店的客户忠诚度

这项研究开发并通过经验测试了一个模型，以探索印度尼西亚五星级酒店的联系人员，自然环境，服务质量，关系质量，服务创新和客户忠诚度之间的关系。结构方程建模是根据从印度尼西亚雅加达五星级酒店的596位酒店住客收集的数据进行的。结果表明，联系人员与服务质量，服务质量和客户忠诚度之间存在显着的关系，并且服务创新对服务质量和客户忠诚度之间相互作用的调节作用。对于酒店管理而言，重要的是要专注于卓越的服务，因为它将转化为客户对客户的满意，信任和承诺，从而提高客户与酒店之间的关系质量。