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Examining The Relationships Between Innovation, Quality, Productivity And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett
Examining The Relationships Between Innovation, Quality, Productivity And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett
Faculty Publications - College of Business
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 – We develop and test our hypotheses using the secondary data from the COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our 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 …