The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment

Yaşlıoğlu, Murat; Çalişkan, Burcu Özge Özaslan; Şap, Ömer

doi:10.1016/j.sbspro.2013.10.533

Cited by 22 publications

(14 citation statements)

References 2 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Further, clients can assess whether IT consultants have the required skills and knowledge, which in turn contributes to the IT consulting service value. Service quality's importance for value has also been confirmed by other studies (Barrutia and Gilsanz 2013;Caruana et al 2000;Lin et al 2014;Yaşlıoğlu et al 2013). Turning to client capabilities, our study stresses that a client's absorptive capacity has a significant positive impact on IT consulting value.…”

Section: Discussionsupporting

confidence: 83%

Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis

2020

View full text Add to dashboard Cite

Digitalization is increasingly and broadly impacting on companies throughout all industries. To cope with digital transformation, organizations need specific IT skills and often face a bottleneck between required and existing capabilities. Thus, organizations revert to support from IT consultants. However, such collaborations need to create value so as to make client organizations futureproof in the long term. We therefore need a better understanding of how value is created in IT consulting projects. We build on service-dominant (S-D) logic as the theory base and evaluate our structural model, which explains IT consulting service value based on 77 matched pairs of IT consulting projects using structural equation modeling. We provide empirical support for the assumptions of S-D logic in the IT consulting industry and reveal determinants that significantly contribute to the overall IT consulting service value. Our results contribute to the ongoing discourse in the S-D logic literature and provide meaningful insights for practice.

show abstract

Section: Discussionsupporting

confidence: 83%

Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis

2020

View full text Add to dashboard Cite

show abstract

“…Examining the relationship between organizational learning and innovation, as well as innovation and value creation for consumers, has been done in many empirical studies (Jiménez-Jiménez and Sanz-Valle, 2011;Eghtesadi and Hamidizadeh, 2012;García-Morales et al, 2012;Chiva et al, 2013;Yaşlıoğlu et al, 2013;Yeh, 2016;Fu, 2017;Lestari and Ardianti, 2019). However, fewer studies have explored the relationship between organizational learning and value creation for consumers (Vishwanath and Balaji, 2017).…”

Section: The Relationship Between Organizational Learning Innovation and Value Creation For Touristsmentioning

confidence: 99%

“…According to Mahmoud et al (2018), in order to increase consumer satisfaction, service innovation must create value for consumers. In their works, a number of authors pointed out the positive and direct relationship between innovation and value creation for consumers (Yaşlıoğlu et al, 2013;Yeh, 2016;Lestariand and Ardianti, 2019). Accordingly, the following hypothesis was set: H3: Innovation has a positive direct effect on creating value for tourists.…”

Section: The Relationship Between Innovation and Value Creation For Touristsmentioning

confidence: 99%

Organizational Learning and Innovation in the Tourism Industry as a Basis for Creating Value for Tourists

Kostadinović

Stanković

2021

Economic Themes

View full text Add to dashboard Cite

Organizational learning, innovation and creating value for tourists are the main issues in a successful tourism research. From that point of view, the aim of the study is to examine the relationship between the variables included in the research: organizational learning, innovation and creating value for tourists. The tested conceptual model didn’t fit well, so it was corrected based on the recommendations for a possible revision of the model. The analysis results indicated a significant impact of organizational learning on innovation and on creating value for tourists. Innovation, also, has a significant impact on creating value for tourists. Furthermore, the results indicated that innovation established the relationship between organizational learning and creating value for tourists. These results show the importance of organizational learning and innovation to improve creating value for tourists.

show abstract

“…In addition, customer perceived value of services rendered, just as he/she perceived the quality of service offered by the business. Customer value is created because this perception should be considered as the fundamental basis of a long-term sustainable marketing relationship (Yaşlıoğlu et al, 2013). H 1 : Better quality of e-service in positive effect on perceived value.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

An investigation on effects of perceived value on brand popularity and brand loyalty: A B2B case study

Rad¹,

Elahi²,

Tazeabad³

2014

10.5267/j.msl

View full text Add to dashboard Cite

This research evaluates the effect of perceived value on brand popularity and brand loyalty for some organizations in business-to-business (B2B) domain under the effect of risk and e-service quality. The practical relationships among six different kinds of risks including performance, social, financial, time, psychological and safety with consideration of quality in e-commerce business on customer's perceived value are evaluated and the effects of this perception of value on consequences of perceived value are measured. In this study, using the partial least square method as well as gathering the information of some Iranian firms that use electronic services, the study finds that there was a significant relationship between various types of risks and perceived value. There is also considerable influence of perceived value on satisfaction, brand popularity, and brand loyalty.

show abstract

The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment

Cited by 22 publications

References 2 publications

Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis

Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis

Organizational Learning and Innovation in the Tourism Industry as a Basis for Creating Value for Tourists

An investigation on effects of perceived value on brand popularity and brand loyalty: A B2B case study

Contact Info

Product

Resources

About