Exploring the impacts of service innovation on customer satisfaction in the telecom industry: A perspective from interactive and supportive service innovations

Dao Thi Ta, Chia Han Yang

研究成果: Article

摘要

The impact of service innovation on customer perception has been investigated in many studies. This paper provides a unique view of service innovation by categorizing service innovation into two forms, interactive and supportive service innovations, and exploring their effects on customer satisfaction and retention in the context of telecommunication services. A dataset of 402 telecom service users from Vietnam is collected for empirical hypotheses testing of the relationships among supportive/interactive service innovation, customer satisfaction, and customer retention. The findings show that the two components of service innovation, interaction and support, are the key determinants of customer satisfaction and customer retention, which provides important information for telecom managers in service strategy planning. The study suggests that service firms should differentiate themselves by investing in supportive service innovations since interactive services are characterized by ease of copying, especially in the telecom sector, which is a highly technology-mediated environment.

原文English
文章編號1850053
期刊International Journal of Innovation Management
22
發行號7
DOIs
出版狀態Published - 2018 十月 1

指紋

Customer satisfaction
Innovation
Industry
Telecommunication services
Copying
Telecom industry
Service innovation
Managers
Planning
Testing
Customer retention
Telecom

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Strategy and Management
  • Management of Technology and Innovation

引用此文

@article{c69d48c67d5c4e069309755a29195de5,
title = "Exploring the impacts of service innovation on customer satisfaction in the telecom industry: A perspective from interactive and supportive service innovations",
abstract = "The impact of service innovation on customer perception has been investigated in many studies. This paper provides a unique view of service innovation by categorizing service innovation into two forms, interactive and supportive service innovations, and exploring their effects on customer satisfaction and retention in the context of telecommunication services. A dataset of 402 telecom service users from Vietnam is collected for empirical hypotheses testing of the relationships among supportive/interactive service innovation, customer satisfaction, and customer retention. The findings show that the two components of service innovation, interaction and support, are the key determinants of customer satisfaction and customer retention, which provides important information for telecom managers in service strategy planning. The study suggests that service firms should differentiate themselves by investing in supportive service innovations since interactive services are characterized by ease of copying, especially in the telecom sector, which is a highly technology-mediated environment.",
author = "Ta, {Dao Thi} and Yang, {Chia Han}",
year = "2018",
month = "10",
day = "1",
doi = "10.1142/S1363919618500536",
language = "English",
volume = "22",
journal = "International Journal of Innovation Management",
issn = "1363-9196",
publisher = "World Scientific Publishing Co. Pte Ltd",
number = "7",

}

TY - JOUR

T1 - Exploring the impacts of service innovation on customer satisfaction in the telecom industry

T2 - A perspective from interactive and supportive service innovations

AU - Ta, Dao Thi

AU - Yang, Chia Han

PY - 2018/10/1

Y1 - 2018/10/1

N2 - The impact of service innovation on customer perception has been investigated in many studies. This paper provides a unique view of service innovation by categorizing service innovation into two forms, interactive and supportive service innovations, and exploring their effects on customer satisfaction and retention in the context of telecommunication services. A dataset of 402 telecom service users from Vietnam is collected for empirical hypotheses testing of the relationships among supportive/interactive service innovation, customer satisfaction, and customer retention. The findings show that the two components of service innovation, interaction and support, are the key determinants of customer satisfaction and customer retention, which provides important information for telecom managers in service strategy planning. The study suggests that service firms should differentiate themselves by investing in supportive service innovations since interactive services are characterized by ease of copying, especially in the telecom sector, which is a highly technology-mediated environment.

AB - The impact of service innovation on customer perception has been investigated in many studies. This paper provides a unique view of service innovation by categorizing service innovation into two forms, interactive and supportive service innovations, and exploring their effects on customer satisfaction and retention in the context of telecommunication services. A dataset of 402 telecom service users from Vietnam is collected for empirical hypotheses testing of the relationships among supportive/interactive service innovation, customer satisfaction, and customer retention. The findings show that the two components of service innovation, interaction and support, are the key determinants of customer satisfaction and customer retention, which provides important information for telecom managers in service strategy planning. The study suggests that service firms should differentiate themselves by investing in supportive service innovations since interactive services are characterized by ease of copying, especially in the telecom sector, which is a highly technology-mediated environment.

UR - http://www.scopus.com/inward/record.url?scp=85040364270&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85040364270&partnerID=8YFLogxK

U2 - 10.1142/S1363919618500536

DO - 10.1142/S1363919618500536

M3 - Article

AN - SCOPUS:85040364270

VL - 22

JO - International Journal of Innovation Management

JF - International Journal of Innovation Management

SN - 1363-9196

IS - 7

M1 - 1850053

ER -