The Relationships between Innovation Orientation, Customer Orientation, Service Quality, and Business Performance  

Oleh:

Kim, Gye Soo

Jenis: Article from Proceeding
Dalam koleksi: 12th ANQ Congress in Singapore, 5-8 Agustus 2014, page 1-7.
Topik: Innovation Orientation; Customer Orientation; Service Quality; Structural Equation Modeling (SEM); Business Performance
Fulltext: IC2-1.2-P0128.pdf (428.44KB)

Isi artikel

In developing and implementing appropriate innovation related strategies, it is important understand how manager make plans to adequate competence. The aim of this study is to develop structural equation modeling techniques(SEM)of relationship that is cause and effect between innovation orientation,customer orientation, service quality, and business performance. A survey was developed to model the factors from innovation orientation activities to business performance (n=125). Results show that innovation orientation and customer orientation factor were positively related service quality. Also, service quality was significantly impact on business performance.From the results, policy implications for innovation management are discussed and important directions for future research are suggested.

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