The impact of service innovation on firm performance |
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Authors: | Lei Lin |
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Affiliation: | Research Center for Technological Innovation, Tsinghua University, Room 378, Weilun Building, Beijing, 100084, People's Republic of Chinalldragon2010@gmail.com linl3@sem.tsinghua.edu.cn |
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Abstract: | This study empirically examines the impact of service innovation on performance in developing countries such as China. We construct a more integrative model linking service innovation, service quality and performance and collect 277 samples in the Chinese tourism sector. The findings are: First, service innovation affects firm performance through direct and indirect paths where service quality plays a positive mediating role, and the direct impact is larger than the indirect one; Secondly, the innovation mode is cost-reductive, which focuses on eliminating internal cost rather than improving service quality; Third, the assessment of service quality emphasizes the dimensions of assurance and reliability. |
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Keywords: | service innovation firm performance service quality tourism China |
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