Business Commons^™

Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Y. Jung, Steve Lovett

Management Faculty Publications and Presentations

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 secondary data from 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 in pure …

Trade Marketing And Its Effects, Marlon Bastos Antão

Business ETD Collections

In today’s challenging business environment, the companies are mostly dependent on customer relationship management as they are considered as the key factors for improving the company sales and growth in the end. The report has focused upon the discussion of Customer relationship management (CRM) in the growth of the retail business and the importance of trade marketing for the increasing sales and profitability of the business. On the other hand, the importance of customer satisfaction after a company’s product sale and marketing has been critically analysed and the various challenges the retail companies face in maintaining good customer loyalty in …

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 …

Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal

Research Collection Lee Kong Chian School Of Business

Although scholars have established that customer satisfaction affects different dimensions of firm financial performance, a managerially important but overlooked aspect is its effect on a firm’s future cost of selling (COS), that is, expenditures associated with persuading customers and providing convenience to them. Accordingly, this study presents the first empirical and theoretical examination of the impact of customer satisfaction on future COS. The authors propose that while higher customer satisfaction can lower future COS, the degree to which a firm realizes this benefit depends on its strategy and operating environment. Analyzing almost two decades of data from 128 firms, the …

Social Media’S Impact On Customer Satisfaction In The Hospitality Industry, Alexander Freund

Hospitality Graduate Student Scholarship

No abstract provided.

Csisg Fieldwork Methodology Whitepaper, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

Comparisons of Results and Respondent Demographic Profiles between Interviewer Administered Face-to-face Survey and Respondent Self-administered Online Survey for the Customer Satisfaction Index of Singapore (CSISG)

Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2019. Singapore’s 2019 national score was computed using the data collected during these four quarters.

The Effect Of Switching Cost And Product Return Management On Repurchase Intent: A Case Study In The B2b Distribution Channel Context In Indonesia, Stanley Utomo Lesmono, Thomas Santoso, Serli Wijaya, Ferry Jie

Research outputs 2014 to 2021

Business-to-Business (B2B) market normally deals with fewer customers; thus it creates a close relationship between customers and sellers. This relationship must be managed in a way so that it can encourage customer willingness to purchase again. As such, switching cost risk will become less as the customers keep buying from the same channel. At the same time, good return management system also plays an important role for stimulating re-purchase intent in addition to other factors such as customer satisfaction and customer value. This study aimed to analyse the effect of switching cost and product return management on re-purchase intent with …