Are service productivity and quality in permanent conflict? (The effect of service innovation and the role of customer satisfaction)

摘要

The purpose of this study is to explore the roles of service productivity and service innovation, the relationships of service productivity and innovation with customer satisfaction, and the effects on firm performance. However, there is not much research developed in marketing literature, even though it is the important concept for both practitioners and scholars to explain important issues of marketing, such as strategical competitiveness and sustainable service providing in the market. Thus, this study verifies and demonstrates that there are positive relationships among each variable through a simple classification analysis. Therefore, this study has several theoretical and practical contributions.