scispace - formally typeset
Search or ask a question
Journal ArticleDOI

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

M. Sridhar1, P. Ganesan1
13 Apr 2015-International Journal of Services and Operations Management (Inderscience Publishers)-Vol. 21, Iss: 1, pp 87-111
TL;DR: In this article, a detailed review related with service innovation factors in Indian banking sector has been conducted and the findings of this research is that certain factors act as a barriers to innovation and if they are concentrated and adopted by the bank they facilitate innovation thereby satisfying customers and improving the relationship.
Abstract: Service innovation in process and/or product is influenced by many factors they either enhance or reduce customer satisfaction and relationship improvement. The aim of this study is to determine the service innovation factors and their effects on customer satisfaction and relationship improvement in Indian banking sector. Since there is limited literature in identifying the service innovation factors in the Indian banking sector, a detailed review related with service innovation factors has been conducted. The findings of this research is that certain factors act as a barriers to innovation and if they are concentrated and adopted by the bank they facilitate innovation thereby satisfying customers and improve the relationship. This study helps the managers of the bank, policy makers and academicians about the importance of determining the service innovation barriers/facilitators and their effect in satisfying the customers and improving a long term relationship with them.
Citations
More filters
Book
01 Jan 1997
TL;DR: This new edition of Ann Bowling's well-known and highly respected text is a comprehensive, easy to read, guide to the range of methods used to study and evaluate health and health services.
Abstract: This new edition of Ann Bowling's well-known and highly respected text has been thoroughly revised and updated to reflect key methodological developments in health research. It is a comprehensive, easy to read, guide to the range of methods used to study and evaluate health and health services. It describes the concepts and methods used by the main disciplines involved in health research, including: demography, epidemiology, health economics, psychology and sociology.The research methods described cover the assessment of health needs, morbidity and mortality trends and rates, costing health services, sampling for survey research, cross-sectional and longitudinal survey design, experimental methods and techniques of group assignment, questionnaire design, interviewing techniques, coding and analysis of quantitative data, methods and analysis of qualitative observational studies, and types of unstructured interviewing. With new material on topics such as cluster randomization, utility analyses, patients' preferences, and perception of risk, the text is aimed at students and researchers of health and health services. It has also been designed for health professionals and policy makers who have responsibility for applying research findings in practice, and who need to know how to judge the value of that research.

2,602 citations

Journal ArticleDOI
TL;DR: In this article, the authors established the link between three constructs, namely, service innovation, corporate reputation (CR), and word-of-mouth (hereinafter WOM), to understand whether innovation in a service firm drives its reputation, where the direct effect of service innovation of a firm on WOM is mediated by reputation.
Abstract: 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.,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.,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.,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.,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.

32 citations

Journal ArticleDOI
TL;DR: In this article, the authors examined the impact of task characteristics and their alignment with inter-firm governance mechanisms in improving service capabilities and found the relationship between task complexity and service capabilities to be curvilinear in nature.
Abstract: As emerging markets increasingly play important roles in outsourcing, we focus on the complex relationships in the professional service outsourcing environment. Building on information processing and contingency theories, this paper contributes to the much-needed efforts in the study of professional service outsourcing, a new and fast-growing cross-border professional service activity. This study examines the impact of task characteristics and their alignment with inter-firm governance mechanisms in improving service capabilities. Using survey data from 192 Indian professional service providers, we find the relationship between task complexity and service capabilities to be curvilinear in nature. More importantly, contractual governance mechanism works better in dealing with the uncertainties associated with task complexity and connectivity, while administrative governance mechanism does a better job in dealing with the problem of task security. Contractual and administrative mechanisms complement each other in dealing with tasks with high complexity and security issues. Managerial implications are drawn for practicing global clients and offshore service providers regarding how to successfully manage and govern the outsourced professional tasks to achieve expected benefits.

14 citations

Journal ArticleDOI
24 May 2021
TL;DR: In this article, the most influential Critical Success Factors (CSFs) are identified in a literature review of the research conducted on service innovation and a conceptual framework for service innovation is proposed.
Abstract: 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.

4 citations

Journal ArticleDOI
TL;DR: In this article, the authors attempted to identify the factors and classify them from both customer and firm perspective and found that the factors affecting innovation were mostly based on product and specific to firm perspective.
Abstract: Grounded theories and literatures on service innovation have gradually changed the mindset of authors who perceived service innovation to be similar to product innovation. The depth review in service innovation literatures helped in identifying major issues that is the factors affecting innovation were mostly based on product and specific to firm perspective. Thus, this study attempted to identify the factors and classify them from both customer and firm perspective. Qualitative approaches such as focus group discussions and in-depth interviews were adopted and opinion was recorded from service firm's customers of South India. The study resulted in six internal and seven external factors from firm perspective and four internal and seven external factors from customer perspective. For decision makers/managers of the service firms this study helps in understand the major factor thereby by taking special effort on overcoming the barrier would facilitate in selling their service innovations to target customers.

3 citations


Cites background from "Service innovation barriers and fac..."

  • ...In this study, these factors are classified into internal and external factors, where internal factors refer to those factors that act either as barrier or facilitator which could be controlled by the firm and external factors are those which are outside the preview of the firm (Sridhar and Ganesan, 2015)....

    [...]

  • ...…study, these factors are classified into internal and external factors, where internal factors refer to those factors that act either as barrier or facilitator which could be controlled by the firm and external factors are those which are outside the preview of the firm (Sridhar and Ganesan, 2015)....

    [...]

References
More filters
Journal ArticleDOI
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

56,555 citations


"Service innovation barriers and fac..." refers background or result in this paper

  • ...Foxcroft et al. (2004) stated that with the help of panel of experts to evaluate the test specifications and the selection of items the content validity of a test can be enhanced....

    [...]

  • ...5 cut-off proposed by Fornell and Larcker (1981) was accepted except customer and technology....

    [...]

  • ...To accept discriminant validity we calculate the square value in Table 5, it is found that all squared correlations between the variables are lesser than the average variance extracted from the respective constructs, thus supporting the discriminant validity (Fornell and Larcker, 1981)....

    [...]

Book
27 May 1998
TL;DR: The book aims to provide the skills necessary to begin to use SEM in research and to interpret and critique the use of method by others.
Abstract: Designed for students and researchers without an extensive quantitative background, this book offers an informative guide to the application, interpretation and pitfalls of structural equation modelling (SEM) in the social sciences. The book covers introductory techniques including path analysis and confirmatory factor analysis, and provides an overview of more advanced methods such as the evaluation of non-linear effects, the analysis of means in convariance structure models, and latent growth models for longitudinal data. Providing examples from various disciplines to illustrate all aspects of SEM, the book offers clear instructions on the preparation and screening of data, common mistakes to avoid and widely used software programs (Amos, EQS and LISREL). The book aims to provide the skills necessary to begin to use SEM in research and to interpret and critique the use of method by others.

42,102 citations


"Service innovation barriers and fac..." refers methods in this paper

  • ...The size of the sample for the study is determined based on the item-to subject ratio (Churchill and Peter, 1984) as well as the rule of thumb for SEM analysis is that the minimum sample size must not be lower than 200 samples (Kline, 2005)....

    [...]

Journal ArticleDOI
TL;DR: In this article, the authors address the ability to predict peoples' computer acceptance from a measure of their intentions, and explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables.
Abstract: Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.

21,880 citations

Journal ArticleDOI
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Abstract: Relationship marketing—establishing, developing, and maintaining successful relational exchanges—constitutes a major shift in marketing theory and practice. After conceptualizing relationship marke...

19,920 citations


"Service innovation barriers and fac..." refers background in this paper

  • ...Previous research suggests that assurance between firm and customers can facilitate trust, which motivates firms to collaborate more closely (Fang et al., 2008; Moorman et al., 1992; Morgan and Hunt, 1994)....

    [...]

Book
01 Jan 1969
TL;DR: In this article, the authors focus on the relationship between the research problems and the design of the research, and emphasize the fundamentals of understanding how to solve a scientific research problem, focusing upon the relationships between the problems and their solutions.
Abstract: First published in 1964, this text has set the standard for other texts in the field of behavioral research methodology. It emphasises the fundamentals of understanding how to solve a scientific research problem, focusing upon the relationship between the research problems and the design of the research. This edition has more examples from psychology, sociology, and education than the previous edition and places a greater emphasis on multivariate approaches and methods.

8,931 citations