Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation

Ganesan, P.; Manohar, Sridhar

doi:10.1057/crr.2015.29

Cited by 21 publications

(22 citation statements)

References 102 publications

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“…Hence, university reputation partially mediated the relationship between service innovation and students' satisfaction, whereby H4 is supported. This finding goes in parallel with the results of Ganesan and Sridhar (2016) and Kurniawan et al (2019). Moreover, this result contributes to service innovation literature, through supporting the mediating role of university reputation on the relationship between service innovation and students' satisfaction (Ganesan and Sridhar, 2016;Kanwal and Yousaf, 2019).…”

Section: Discussionsupporting

confidence: 91%

“…Whereby, previous literature revealed a significant relationship between service innovation and university reputation (such as Fombrun, 2007;Helm and Klode, 2011;Hillenbrand and Money, 2007;Manohar, 2018) and between university reputation and students' satisfaction (such as Hadi and Indradewa, 2019;Helm, 2007;Su et al, 2016;Walsh et al, 2006). Furthermore, Ganesan and Sridhar (2016) and Kanwal and Yousaf (2019) findings agreed about the mediation role for corporate reputation on the relationship between service innovation and customers satisfaction. Based on reviewing and analyzing the previous literature, this paper developed the fourth hypothesis as follows:…”

Section: Mediating Role Of Corporate Reputationmentioning

confidence: 61%

“…Hence, this study adopts product and process classification for firms' service innovation. Many researchers agreed that innovation can be considered as one of the determinants for corporate reputation (Caruana, 1997;Helm and Klode, 2011;Hillenbrand and Money, 2007;Easa and Bazzi, 2020), which may lead to financial and non-financial performance, such as customers' satisfaction (Ganesan and Sridhar, 2016;Preacher et al, 2007) and customers' loyalty (Srivastava and Rai, 2014;Walsh et al, 2009). Thus, this paper adopts the previous theoretical argument that considers innovation as a main determinant for corporate reputation (Caruana, 1997).…”

Section: Theoretical Backgroundmentioning

confidence: 95%

“…Few research addresses the mediation role for corporate reputation on the relationship between service innovation and customers satisfaction (Ganesan and Sridhar, 2016;Kanwal and Yousaf, 2019). To analyze the mediation effect of university reputation (mediator), the authors follows the following criteria: first, illustrate the existence of significant direct path between the predictor (service innovation) and the criterion variable (students' satisfaction).…”

Section: Mediating Role Of Corporate Reputationmentioning

confidence: 99%

See 3 more Smart Citations

COVID-19 and lack of socialization: does service innovation become an imperative for universities?

Easa

Bazzi

2021

IJDIG

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Purpose This paper aims to examine the moderated mediation effect of the lack of students’ socialization (as one of the COVID-19 consequences) and the university reputation on the relationship between the service innovation and students satisfaction. The relationship between students satisfaction and their loyalty is also examined. Design/methodology/approach This study adopts a quantitative research approach, whereas the study population consists of all universities’ students in Lebanon. Data were collected from 201 students, elected depending on snowballing sample technique. A questionnaire was used to gather data, whereby partial least squares structural equation modeling was used to check the proposed scales validity and the relationships between the study variables. Findings The findings reveal a significant direct effect for university’s service innovation on students satisfaction and an indirect effect through the mediation role for university reputation. Moreover, an evidence for weak negative significant effect for lack of socialization on students satisfaction exists. Whereby, lack of socialization does not moderate the relationship between university service innovation and students satisfaction. Finally, students satisfaction has a significant positive effect on their loyalty. Originality/value This paper advances the service innovation literature in the higher education sector. In addition, the paper might be the first paper to address the influence of lack of socialization as one of the COVID-19 consequences on students satisfaction. Furthermore, areas for future research are suggested.

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Section: Discussionsupporting

confidence: 91%

Section: Mediating Role Of Corporate Reputationmentioning

confidence: 61%

Section: Theoretical Backgroundmentioning

confidence: 95%

Section: Mediating Role Of Corporate Reputationmentioning

confidence: 99%

See 2 more Smart Citations

COVID-19 and lack of socialization: does service innovation become an imperative for universities?

Easa

Bazzi

2021

IJDIG

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“…Among them, some scholars have focused on the impact of service innovation on customer satisfaction. For example, researchers have found that companies can build a strong reputation from service innovation, thereby improving customer satisfaction and facilitating long-term performance (Ganesan and Sridhar, 2016). Other scholars have paid close attention to the promotion effect of service innovation on market performance.…”

Section: Introductionmentioning

confidence: 99%

The impact of service innovation on firm performance: a meta-analysis

Feng

Jiang

2020

JOSM

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PurposeWith the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn consistent conclusions about the relationship between service innovation and firm performance. Hence, the purpose of this paper is to provide a quantitative review on the service innovation-performance relationship based on research findings reported in the extant literature.Design/methodology/approachStudies from 46 peer-reviewed articles were sampled and analyzed. A meta-analytic approach was adopted to conduct a quantitative review on the relationship between service innovation and firm performance, and the effects of any potential moderators were further explored.FindingsThe results found that service innovation has a significant positive impact on firm performance. Additionally, the relationship between service innovation and firm performance is influenced by measurement moderators (economic region and performance measurement), and contextual moderators (firm type, innovation type, customer factors and attitudes toward risk).Originality/valueThe meta-analysis has been used to explore the relationship between service innovation and firm performance, and the findings have contributed to the literature on service innovation, as well as providing future research directions.

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Innovation orientation and long-term performance: The mediating role of market perception capability

2021

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Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation

Cited by 21 publications

References 102 publications

COVID-19 and lack of socialization: does service innovation become an imperative for universities?

COVID-19 and lack of socialization: does service innovation become an imperative for universities?

The impact of service innovation on firm performance: a meta-analysis

Innovation orientation and long-term performance: The mediating role of market perception capability

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