Service Innovation as a Mediator of Organizational Factors and Customer Satisfaction: Insights from Taiwan’s Tourism Industry

Ramli Hatma (Universitas Megarezky)
Abdul Nasir Rachman (Politeknik Maritim AMI Makassar)
Hardiyono Hardiyono (Universitas Megarezky)
Siti Mujahida (Sekolah Tinggi Ilmu Ekonomi AMKOP)
Muhammad Azizurrohman (Southern Taiwan University of Science and Technology)

Jurnal Organisasi Dan Manajemen
Vol. 21 No. 1 (2025)

Purpose – This study explores the impact of employee well-being, transformational leadership, and the work environment on service innovation and customer satisfaction in Taiwan’s tourism industry.  Methodology – A cross-sectional survey of 295 respondents, including workers and tourists, was conducted using a random sampling method and a 7-point Likert scale questionnaire. This quantitative study employs structural equation modelling (SEM) to examine how employee well-being, leadership style, and the work environment influence service innovation and customer satisfaction in Taiwan’s tourism industry. Findings – The results demonstrate that employee well-being, transformational leadership, and a supportive work environment significantly enhance service innovation, which, in turn, positively influences customer satisfaction. Service innovation also acts as a mediator in the relationship between organizational factors and customer satisfaction. Originality – The originality of this manuscript lies in its focus on the mediating role of service innovation in the relationship between employee well-being, leadership style, work environment, and customer satisfaction within the context of Taiwan’s tourism industry.