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Article
Publication date: 19 October 2010

A. Parasuraman

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine…

Abstract

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 3 September 2020

Ngan Tuyet Truong, Duy Dang-Pham, Robert James McClelland and Mathews Nkhoma

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service

Abstract

Purpose

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.

Design/methodology/approach

The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.

Findings

The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.

Practical implications

This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.

Originality/value

This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

服务创新、顾客满意度、和行为意向:一个理论模型研究目的

本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。

研究设计/方法/途径

本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。

研究结果

本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个:创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。

研究实际意义

本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。

研究原创性/价值

本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。

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Article
Publication date: 1 July 2020

Dongjun Rew, Joo Jung and Steve Lovett

This study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a…

Abstract

Purpose

This study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach

This paper develops and tests hypotheses using secondary data from COMPUSTAT, KLD STAT and the American Customer Satisfaction Index (ACSI). We test these hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings

The findings show that quality and productivity are positively related when innovation is present in pure service companies. The findings also reveal find that innovation is antecedent to both service quality and productivity which in turn positively affect customer satisfaction.

Practical implications

Both companies and customers can increase their outcomes including higher levels of service quality, productivity and customer satisfaction. Managers should therefore design innovative systems that enable customers to participate in service production. Other innovative systems may help to increase capacity utilization by smoothing high and low demand times, thus increasing both service quality and productivity.

Originality/value

This study contributes to service research by identifying innovation as the key to simultaneously increasing service quality and productivity. The authors find empirical support for a model in which service quality and productivity have a complementary relationship leading to customer satisfaction with innovation as an antecedent, and we do so using a sample of pure service firms.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 27 January 2020

Jui-I Chang and Chen-Ying Lee

Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in…

Abstract

Purpose

Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in the insurance industry. This paper aims to investigate the effects of service innovation on customer behavioral intention and examines the role of word-of-mouth (WOM) and corporate social responsibility (CSR).

Design/methodology/approach

This paper used a survey to assess consumer behavioral intention regarding service innovation activities from life insurance. Questionnaires were administered to consumers who have purchased life insurance in Taiwan and the survey questions were tested through factor analysis. An analysis of multiple and hierarchical regression was performed to test the hypotheses.

Findings

The empirical results demonstrate that life insurance service innovation has a significantly positive influence on WOM and behavioral intention. Additionally, WOM has a partially mediating effect between service innovation and behavioral intention. Furthermore, the study indicates that CSR has a moderating effect on the relationship between service innovation and behavioral intentions.

Originality/value

Considering the uniqueness of this study in the context of Taiwan, the research draws on signaling theory as the framework to explore service innovation and the impact of social responsibility on consumer behavioral intentions in the Taiwanese insurance industry. Additionally, the results can be considered a service marketing strategy and are applicable to the financial service industry in some developing Asian countries

Details

Journal of Asia Business Studies, vol. 14 no. 3
Type: Research Article
ISSN: 1558-7894

Keywords

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Article
Publication date: 5 February 2018

Bijoylaxmi Sarmah and Zillur Rahman

With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with…

Abstract

Purpose

With increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused attention on the psychological variables that influence customers to participate in developing a new service. However, availability of scant literature creates difficulty in comprehending co-creative hotel service innovation practices, especially in developing country like India. The purpose of this paper is to explore the inter-relationships among the customer participation in hotel service innovation variables with the help of interpretive structural modeling (ISM) approach.

Design/methodology/approach

ISM approach is used to determine the direction of customer participation and categorization of psychological variables with their driving and dependence power. Identification of related variables was done through a review of literature initially and arrived at a common consensus through brainstorming sessions with academicians and hotel industry experts.

Findings

The results indicate that a few variables possess higher driving power that include: consumer innovativeness, customer participative behavior, customer socialization, willingness to co-create, role clarity, customer ability and their interlinking. Thus, the research contributes in the development of relationship among various identified variables of customer participation in service innovation (CPSI) using ISM.

Research limitations/implications

This study suggests that hoteliers should co-create with customers to develop new services by understanding their psychological variables that play a crucial role determining their active participation in new hotel service offerings.

Practical implications

This study suggests that hoteliers should co-create with customers to develop new services by understanding the enablers of customer participation in co-creative hotel service innovation. Hoteliers can have hierarchical map of their customers for co-creating at different stages of service innovation or can segregate the variables as per their driving and dependence power for enhanced applicability of the variables. Further, the observed inter-relationships among the CPSI variables can guide the managers in planning and implementing identified relationships for successful implementation of co-creative service innovation.

Originality/value

To the best of the authors’ knowledge this study is the first to provide an integrated model using ISM and Matrix Impact Cross-Reference Multiplication Applied to a Classification (MICMAC) analysis with a goal to identify and classify various key enablers of customer participation in co-creative hotel service innovation in India. The authors believe that this study will enhance the understanding of the psychological factors influencing customer-firm co-creative service innovation activities and help the academicians and industry practitioners to select right enablers for customer participation in co-creative hotel service innovation. Thus, this study will be the foundation for studying co-creative service innovation using the ISM and MICMAC approaches.

Details

Benchmarking: An International Journal, vol. 25 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 2 February 2018

Linda D. Hollebeek and Tor W. Andreassen

While research on customer engagement and service innovation is rapidly emerging, limited insight exists into the interface of these topic areas. However, given the shared…

Abstract

Purpose

While research on customer engagement and service innovation is rapidly emerging, limited insight exists into the interface of these topic areas. However, given the shared notion of (e.g. customer/firm) interactivity across these concepts, the purpose of this paper is to explore their theoretical interface that remains nebulous to date.

Design/methodology/approach

Building on a literature synthesis, the authors develop an S-D logic-informed “hamburger” model of service innovation that depicts the service innovation process, and its ensuing outcomes for particular actor groups, including the firm, its customers, etc. They conclude by proposing frontiers for future research that arise from the model.

Findings

The authors explore the theoretical foundations of customer engagement and service innovation, and integrate these in their S-D logic-informed “hamburger” model of service innovation. In the model, they acknowledge the key role of organizational resources in enabling service innovation, which will interact with specific service innovation actors (e.g. customers, employees) to create successful service innovations. The model next proposes service innovation development and implementation, from which focal service innovation actors will seek, and derive, particular types of value (e.g. profit for the actor of the firm), as shown at the top of the model. They conclude by offering a set of future research directions that arise from the model.

Research limitations/implications

The S-D logic-informed “hamburger” model of service innovation can be used to guide future research into service innovation, including studies investigating service innovation’s role in driving customer engagement and value.

Practical implications

The attained insight will be useful to managers seeking to enhance their service innovation-based returns (e.g. by suggesting ways in which service innovation can enhance customer engagement).

Originality/value

The authors propose a novel, S-D logic-informed “hamburger” model of service innovation and its key antecedents (e.g. firm-based resources) and consequences (e.g. customer engagement and value).

Details

Journal of Services Marketing, vol. 32 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 8 August 2016

Sonia Bharwani and David Mathews

The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This…

Abstract

Purpose

The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience.

Design/methodology/approach

This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context.

Findings

To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences.

Research limitations/implications

Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations.

Originality/value

The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.

Details

Worldwide Hospitality and Tourism Themes, vol. 8 no. 4
Type: Research Article
ISSN: 1755-4217

Keywords

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Article
Publication date: 4 November 2014

John Lai, Steven S. Lui and Alice H.Y. Hon

The purpose of this paper is to explore the nature of the novel service encounter with reference to three research questions: first, what kind of creative acts do…

Abstract

Purpose

The purpose of this paper is to explore the nature of the novel service encounter with reference to three research questions: first, what kind of creative acts do frontline employees undertake during a novel service encounter? Second, how does the novel service encounter correlate with service innovation? Third, how does it vary in different market environments? The novel service encounter refers to creative acts undertaken by frontline staff working at the employee-customer interface. These acts are important sources of new ideas for service innovation and demand systematic study.

Design/methodology/approach

Methods in this study are triangulated by combining interviews, field observations and a survey to develop an observation template for examining the creative acts undertaken by frontline employees during service encounters in an international tourist apparel retailer.

Findings

This paper provides initial empirical evidence of the process of the novel service encounter and highlights the use of participant observation as a useful methodology.

Originality/value

This paper contributes to the service innovation literature by examining the novel service encounter using an observation template that takes into account its process-driven nature. It is suggested that improvisation by frontline employees during the service encounter is crucial to innovation, and a standardized service does not fit every situation.

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Article
Publication date: 11 October 2011

Howard W. Lightfoot and Heiko Gebauer

Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This…

Abstract

Purpose

Literature is relatively sparse on describing how companies should align their determinants for service innovations with their different types of service strategies. This study seeks to explore the alignment between three types of service strategies and determinants for service innovations.

Design/methodology/approach

A qualitative, multi‐case research design on 12 Western European capital goods manufacturers including 24 service innovation projects was employed. The study is based on multiple sources of evidence: internal documentation of service innovation and development projects and, most importantly, interview data and participation in internal innovation workshops. Traditional inductive research methods were used to analyze the case studies.

Findings

These indicate that aligning service strategies with determinants for service innovations is very complex. The configurations of the determinants are associated with the innovation success. Alternative configurations of determinants can create counterproductive effects and can limit the success of service innovation projects as well as implementation of service strategies.

Research limitations/implications

The study is based on interviews and case studies, but the external validity (generalizability) of the alignments could not be assessed accurately. Future research would benefit from insights obtained from quantitative data. The findings supplement existing research on success factors for the service business in manufacturing companies.

Practical implications

The findings imply that managers contemplating a specific service strategy have to consider the service innovation and reframe the determinant for service innovations accordingly. Companies trying to implement an after‐sales service strategy should focus on a narrow range of determinants for service innovations. The resulting configurations guide managers to set up an efficient and effective service innovation management that helps them to implement their service strategy through successful service innovation project.

Originality/value

This empirical study shows that the configuration of determinants for service innovation differs for each service strategy. Whereas, the few similarities in determinants on service innovation are mainly other applications of existing theories on service innovation, the differences modify the existing theories.

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Article
Publication date: 12 February 2019

Kong YuSheng and Masud Ibrahim

The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find…

Abstract

Purpose

The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana.

Design/methodology/approach

Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling.

Findings

The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty.

Research limitations/implications

This study offers theoretical support for the adoption of innovative techniques in service provision and delivery.

Originality/value

This paper provides an initial study into innovation management in financial services context in an emerging economy.

Details

International Journal of Bank Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

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