The effects of service innovation on customer retention: An integration of customer satisfaction

Ta Thi Dao, Chia Han Yang

研究成果: Conference contribution

1 引文 斯高帕斯(Scopus)

摘要

Services are becoming driving forces of economies currently resulting in much attention on innovation of new services from firms to satisfy customer needs. Customer satisfaction and their behavioral intention play a critical role in firm's performance and have been investigated carefully in both business and academic practices. Many previous studies have conducted to investigated the key role of service innovation on firm's performance and firm's competitiveness. But, few studies in the service literature have simultaneously examined the effects of service innovation on customer satisfaction as antecedents of customer retention, especially in telecommunication. This study focuses on addressing the end user issue of service innovation. This study examines service innovation from end consumers' perspective. A data of 400 telecom service users sample from Vietnam is collected for empirical hypotheses testing of relationship among variables. The conceptual model investigates the relevant relationships among the constructs by using confirmatory factor analysis (CFA) and structural equation modeling (SEM). Findings show that two components of service innovation namely interactive and supportive are the key determinants of customer satisfaction and customer retention. The paper also includes a discussion on the theoretical and managerial implications of the research results.

原文English
主出版物標題PICMET 2014 - Portland International Center for Management of Engineering and Technology, Proceedings
主出版物子標題Infrastructure and Service Integration
編輯Dundar F. Kocaoglu, Gary Perman, Dilek Cetindamar Kozanoglu, Tugrul U. Daim, Timothy R. Anderson, Kiyoshi Niwa
發行者Institute of Electrical and Electronics Engineers Inc.
頁面1958-1965
頁數8
ISBN(電子)9781890843304
出版狀態Published - 2014 十月 10
事件2014 Portland International Center for Management of Engineering and Technology, PICMET 2014 - Kanazawa, Japan
持續時間: 2014 七月 272014 七月 31

出版系列

名字PICMET 2014 - Portland International Center for Management of Engineering and Technology, Proceedings: Infrastructure and Service Integration

Other

Other2014 Portland International Center for Management of Engineering and Technology, PICMET 2014
國家/地區Japan
城市Kanazawa
期間14-07-2714-07-31

All Science Journal Classification (ASJC) codes

  • 技術與創新管理
  • 策略與管理
  • 運輸

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