Service Innovation: the state of the art and a proposal of a research agenda

Junior, Pedro Carlos Resende; Guimarães, Tomás de Aquino

doi:10.7819/rbgn.v14i44.1140

Cited by 5 publications

(1 citation statement)

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“…S. Iqbal et al, 2018). Continuous improvement of service quality yields more customer satisfaction and loyalty (Chongsanguan et al, 2016;Junior & de Aquino Guimarães, 2012). Therefore, if customers are satisfied with the firm's level of service quality, chances for repeat purchases increase.…”

Section: Service Qualitymentioning

confidence: 99%

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured questionnaire through a cross-sectional survey in Chinhoyi, Zimbabwe. Data were analysed using structural equation modelling and moderated regression analyses. Customer satisfaction has a direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the effect of customer satisfaction on customer loyalty. Gender, age, education and income were found not to moderate the effect of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the mediators and moderators of the customer satisfaction-customer loyalty relationship within the banking sector. As a result, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence customer loyalty.

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Section: Service Qualitymentioning

confidence: 99%

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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Prospects of competitive process innovation business in Brazil: critical factors for competitiveness, productivity and growth

Kitaguti

Shimura

Jacintho

2017

Ind. Jour. Manag. & Prod.

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The current economic landscape requires structural and, mainly, behavioral changes in Brazilian businesses. The scenario created by big economic powers shows the difference between Brazilian industries and service sectors when it is compared all business issues, such as competitiveness, productivity and innovation, with others countries. Technological innovation consists in a critical factor for competitiveness and for the global economic development; moreover, it can be found in industrial sectors (which are responsible for materialization and organization of operational system of production process) and in service sectors (which organizes all gained contracted activities). Innovation should not be included only in these two economic sectors; however, it has to be included in the economic thought of all countries. It has to be highlighted the fact that innovation is not the unique factor of competitiveness, but, 977 INDEPENDENT JOURNAL OF MANAGEMENT & PRODUCTION (IJM&P)http://www.ijmp.jor.br v. 8, n. 3, July -September 2017 ISSN: 2236-269X DOI: 10.14807/ijmp.v8i3.522 productivity and knowledge make the same impact in competitiveness as innovation does. Besides, external and internal demands predict trends in terms of searching products and processes and strategies and these three items achieve better interaction between market and productivity control. In a global context, Brazil, specially, has a lot of techniques to learn in terms of how to work with its resources in an adequate way, whether they are natural or not. That is why studies about critical factors for competitiveness are determined for the Brazil's sustainable growth.

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Inovação no Setor de Serviços em São Caetano do Sul (SP): Mensuração e Oportunidades de Desenvolvimento Local

et al. 2015

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Com o objetivo de mensurar o grau de inovação e verificar os fatores influenciadores a inovação no setor de serviços, este trabalho investigou 358 em micro e pequenas empresas na cidade de São Caetano do Sul, região metropolitana de São Paulo. A pesquisa quantitativa foi realizada por meio de Regressão Logística Binária. Constatou-se que o grau de inovação foi de 0, 109. 34,9% das empresas pesquisadas não apresentaram evidências de inovação. Os fatores mais relevantes na classificação das micro e pequenas empresas como inovadoras são: pesquisa de fornecedores; uso de crédito de fonte formal; treinamento e capacitação e política de remuneração e benefícios aos funcionários. Quanto maior a intensidade da prática dos comportamentos e procedimentos, maior a probabilidade da empresa integrar-se ao grupo inovador. Os resultados obtidos apontam que a inovação não é um elemento prioritário na agenda dos empresários, o que pode ser observado em razão da maioria das empresas investigadas não adotar práticas que poderiam caracterizá-las como inovadoras.

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Service Innovation: the state of the art and a proposal of a research agenda

Abstract: Inovação em Serviços: o estado da arte e uma proposta de agenda de pesquisa Service Innovation: the state of the art and a proposal of a research agenda Innovación en Servicios: el estado del arte y una propuesta de programa de estudio

Cited by 5 publications

References 0 publications

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Prospects of competitive process innovation business in Brazil: critical factors for competitiveness, productivity and growth

Inovação no Setor de Serviços em São Caetano do Sul (SP): Mensuração e Oportunidades de Desenvolvimento Local

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