Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece

Drosos, Dimitrios; Skordoulis, Michalis; Arabatzis, Garyfallos; Tsotsolas, Nikos; Galatsidas, Spyridon

doi:10.3390/su11071905

Cited by 17 publications

(10 citation statements)

References 69 publications

(91 reference statements)

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“…As far as environmental product innovation is concerned, firms seem to take seriously into consideration the need for toxic substances usage reduction as it is the most implemented practice. On the contrary, in contrast to the country's energy mix [5,123], the examined firms use energy from renewable sources at a moderate level. Last, the environmental product innovation practice, which is found to be the least implemented is that of environmental events sponsorship.…”

Section: Discussionmentioning

confidence: 97%

Environmental Innovation, Open Innovation Dynamics and Competitive Advantage of Medium and Large-Sized Firms

Skordoulis

Ntanos

Kyriakopoulos

et al. 2020

Journal of Open Innovation: Technology, Market, and Complexity

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114

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The present research investigates the contribution of environmental innovation to firms’ competitive advantage through the case of medium and large-sized firms operating in Greece. Due to the growing trend of environmental innovation in Greece and a consequent increase in the research interest, this paper fills the existing gap in the relevant literature as there is not enough evidence concerning Greek firms’ environmental innovation practices. To meet the research goal, a questionnaire was distributed to 892 medium and large-sized firms operating in Greece; 225 questionnaires were finally responded. The data is based on firms’ self-assessment concerning environmental innovation and competitive advantage and are analyzed using both descriptive and inductive statistics, including principal components analysis and multiple linear regression. The research results show that the examined firms implement environmental innovation practices at a moderate level. The most common practices of environmental innovation are the implementation of ISO 14001 management systems and the toxic substances usage reduction. The percentage of ISO 14001 implementation is increased compared to the previous years. Furthermore, the regression analysis revealed that the components concerning environmental process innovation and environmental product innovation have a positive impact on the examined firms’ competitive capability. The relationship between open innovation and environmental innovation and the contribution of open innovation dynamics are discussed as well.

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Section: Discussionmentioning

confidence: 97%

Environmental Innovation, Open Innovation Dynamics and Competitive Advantage of Medium and Large-Sized Firms

Skordoulis

Ntanos

Kyriakopoulos

et al. 2020

Journal of Open Innovation: Technology, Market, and Complexity

Self Cite

114

View full text Add to dashboard Cite

show abstract

“…Improving the level of customer service from the perspective of sustainability is essential for a company's orientation towards ensuring customer satisfaction by customer loyalty, which costs much less than regaining lost customers or attracting new ones [1,[3][4][5][6]. The improvement of customer service effectiveness can significantly enhance organizational effectiveness, as well as customer and employee satisfaction [7,8].…”

Section: Introductionmentioning

confidence: 99%

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

2020

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The conducted study focused on a multinational ITC (Information Technology and Communications) company. Empirical research aimed to evaluate organizational culture based on Denison’s model through four features: capacity development, basic values, customer orientation, and goals and objectives. At the same time, the study analyzed service provided to customers, taking into account its three phases: pre-transaction, transaction, and post-transaction. As research methods, we used a questionnaire-based survey and direct observation. The results of the study demonstrate that the company has a strong culture based on an adequate core value system (shared by company members), innovative and effective human capital management practices, and customer orientation. All characteristics ensure the integration of sustainability principles into strategies, policies, and management practices of the company. At the same time, the authors develop a design and analysis model of the impact of organizational culture features on customer service effectiveness, highlighting that the four organizational culture features are good predictors for improving customer service effectiveness, which promotes an ethical business model and sustainable pursuit of economic, social and environmental performance. The study identified a set of good management practices and solutions in the design, operationalization, and monitoring of customer service.

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“…Service quality is the difference between customers' expectations and experience of a service (Annamdevula and Bellamkonda, 2016;Spyridou, 2017). Service quality is related to satisfaction and customer loyalty (Drosos et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

Flores¹,

Saldanha²,

Vong³

2020

tljbm

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Sustainability of hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel. Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this research were their customers, and research instruments were questionnaires adopted from previous researches, and SMART-PLS 3.0 was used to test the hypothesis. This research shows that service quality and customer satisfaction are not significant to influence customer loyalty in the room division of hotels in Dili. Moreover, customer satisfaction does not have the effect of mediation for the relationship between service quality and customer loyalty. This research can contribute to enrich the theory and empirical about service quality, customer satisfaction, and customer loyalty. In a practical level, this research can help hotel managers to develop their strategies in order to retain their customers through good service quality. This research can also help the government to aquire data on the level of customer satisfaction for the service quality of hotels in Timor-Leste, and so can develop the policy of human capital training to improve service quality in hotels and other service industries

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Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece

Cited by 17 publications

References 69 publications

Environmental Innovation, Open Innovation Dynamics and Competitive Advantage of Medium and Large-Sized Firms

Environmental Innovation, Open Innovation Dynamics and Competitive Advantage of Medium and Large-Sized Firms

The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

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