Service innovation barriers and facilitators and their effects on customer satisfaction and relationship improvement

Sridhar, Monica; Ganesan, P.

doi:10.1504/ijsom.2015.068702

Cited by 6 publications

(6 citation statements)

References 80 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Financial performance is estimated as a firm's profit, turnover, market share and return on investment -ROI (Avlonitis et al, 2001;Chen et al, 2009), whereas nonfinancial performance is further categorized as internal performance or external performance, wherein the nonfinancial internal performances are employee satisfaction, internal service quality and employee involvement. On the other hand, other examples of external performance are behavioral intention, customer satisfaction and customer loyalty (Blazevic and Lievens, 2004;Damanpour et al, 2009;Cheng and Krumwiede, 2012;Sridhar and Ganesan, 2015). Taking the concept of behavioral intention forward, there is still a dearth of past research that effectively captures the nuances of service innovation, especially in relation to one very critical concept within the construct of behavioral intention and customer loyalty, namely word-of-mouth (WOM).…”

Section: Introductionmentioning

confidence: 99%

Service innovation, corporate reputation and word-of-mouth in the banking sector

Manohar

Mittal

Marwah³

2019

BIJ

View full text Add to dashboard Cite

Purpose The purpose of this paper is to establish the link between three constructs, namely, service innovation, corporate reputation (CR), and word-of-mouth (hereinafter WOM). Primarily, the aim is to understand whether innovation in a service firm drives its reputation, thereby resulting in positive WOM where the direct effect of service innovation of a firm on WOM is mediated by reputation. Furthermore, the study also seeks to understand whether the type of service firm has an effect on determining the level of the mediation effect. Design/methodology/approach This study adopts an integrated approach where the measure for the construct service innovation is explored through a qualitative approach, and the conceptual model is estimated through path analysis. The service industry taken for this study is banking, and the through non-probability criterion sampling technique, 252 customers responded to their level of agreement. The PLS-SEM technique was used to estimate the path coefficient by following the two-stage approach. The multigroup moderation analysis is performed to determine whether the type of the bank plays a major role in determining the direct effects and the mediation effect of CR between service innovation and WOM. Findings The result of this study indicates that there is a strong positive association between the three constructs. Further, the direct relationship between service innovation and WOM is partially mediated by reputation. The result of the multigroup moderation indicates that the type of the bank plays a major role in determining the mediation effect of reputation. Practical implications The study helps the decision makers and the managers of the bank to understand that frequent innovation within the firm would help to gain reputation, and thereby customers would tend to give a positive WOM. Further, non-reputable firms can still gain a positive WOM if they continuously innovate new services. In the Indian context, it is noted that there is a difference between private and public banks in determining the mediation effect of reputation between service innovation and WOM. Originality/value The originality of the study is based on the following: development of a unique scale to measure service innovation in the banking industry overcoming the existing scales which are based on goods-dominant logic; estimating empirically the combined effect of service innovation and CR on WOM; the process of evaluating the moderated mediation effect; how the mediating effect of CR varies from private sector banks to public sector banks.

show abstract

Section: Introductionmentioning

confidence: 99%

Service innovation, corporate reputation and word-of-mouth in the banking sector

Manohar

Mittal

Marwah³

2019

BIJ

View full text Add to dashboard Cite

show abstract

“…The majority (77.60%) of the studies addressed traditional service sectors, e.g. banks (Sridhar & Ganesan, 2015;Yang et al, 2016), hospitals (Ekingen et al, 2018), hotels (Baradarani & Kilic, 2018;Cheng et al, 2018), and restaurants (Geng et al, 2018;Li & Hsu, 2018). Studies on innovations to services in the manufacturing sector, product-service systems, service infusions, and servicedominated logic (Gebauer, 2008;Kroh et al, 2018;Santamaría et al, 2012) were also observed in the sample.…”

Section: Descriptive Analysismentioning

confidence: 99%

“…It is important to remember that external factors also influence innovation in the service sector for CSFs as activators (Storey et al, 2016;Carlborg et al, 2014). The literature review showed various influential factors such as the level of market competitiveness (Divisekera & Nguyen, 2018;Indounas & Arvaniti, 2015;Sridhar & Ganesan, 2015;Zhao et al, 2017), public policy (Barnett et al, 2011;Wu et al, 2010;Zhao et al, 2017), and customer demand (Anning-Dorson, 2016a;Thwaites & Edgett, 1991;Vermeulen et al, 2005). However, market competitiveness was the most influential of all the factors (Divisekera & Nguyen, 2018;Indounas & Arvaniti, 2015;Sridhar & Ganesan, 2015).…”

Section: Conceptual Structurementioning

confidence: 99%

“…The literature review showed various influential factors such as the level of market competitiveness (Divisekera & Nguyen, 2018;Indounas & Arvaniti, 2015;Sridhar & Ganesan, 2015;Zhao et al, 2017), public policy (Barnett et al, 2011;Wu et al, 2010;Zhao et al, 2017), and customer demand (Anning-Dorson, 2016a;Thwaites & Edgett, 1991;Vermeulen et al, 2005). However, market competitiveness was the most influential of all the factors (Divisekera & Nguyen, 2018;Indounas & Arvaniti, 2015;Sridhar & Ganesan, 2015). This factor deals with the level of competition that the company must confront, which has a large impact on innovation decisions.…”

Section: Conceptual Structurementioning

confidence: 99%

“…This factor deals with the level of competition that the company must confront, which has a large impact on innovation decisions. A highly competitive environment is one characterized by many competitors all using similar inputs, and that offer products that can be easily substituted (Divisekera & Nguyen, 2018;Indounas & Arvaniti, 2015;Sridhar & Ganesan, 2015;Zhao et al, 2017), which can stimulate a company to be more innovate in response to these threats.…”

Section: Conceptual Structurementioning

confidence: 99%

See 2 more Smart Citations

A conceptual framework for integrating the critical success factors to service innovation

Smania

Mendes

2021

Gest. Prod.

View full text Add to dashboard Cite

The literature on service innovation has identified many factors that contribute to its success. However, the literature is fragmented concerning identifying and analyzing the critical factors that lead to success in service innovation. This article has two main objectives. First, we describe, analyze, and synthesize these critical factors via a literature review of the research conducted on service innovation. Second, we outline a framework that consists of the most influential Critical Success Factors (CSFs). The systematic literature review analyzed a sample of 317 articles published between 1985 and 2018. The analysis identified 16 of the most influential critical factors that are included in a proposed conceptual framework for service innovation. This article contributes theoretically with an analysis and synthesis of the success factors for service innovation and by offering a practical tool in the form of a conceptual framework that can be used as an analytical tool by firms and their service managers. Furthermore, this study identifies new areas for research in service innovation, focusing on discovering CSFs for service innovation in manufacturing companies, the influence of specific CSFs in organizational performance, or by empirically validating our conceptual framework as well as the impact of new technologies on success innovation factors. In the conclusion, we discuss the limitations of the research and offer suggestions for future studies.

show abstract

Exploring challenges for sustainable development among circular start-ups in India

Sharma,

Manohar,

Paul

2024

Environ Dev Sustain

View full text Add to dashboard Cite

Service innovation barriers and facilitators and their effects on customer satisfaction and relationship improvement

Cited by 6 publications

References 80 publications

Service innovation, corporate reputation and word-of-mouth in the banking sector

Service innovation, corporate reputation and word-of-mouth in the banking sector

A conceptual framework for integrating the critical success factors to service innovation

Exploring challenges for sustainable development among circular start-ups in India

Contact Info

Product

Resources

About