Investigating the effects of managerial and technological innovations on operational performance and customer satisfaction of manufacturing companies

Ayman Bahjat Abdallah, Anh Chi Phan and Yoshiki Matsui

International Journal of Business Innovation and Research, 2016, vol. 10, issue 2/3, 153-183

Abstract: This study constructs multi-item scales to measure key components of managerial and technological innovations and examines their impact on operational performance. It also examines the direct effects of managerial and technological innovations on customer satisfaction as well as the indirect effects through operational performance. Data were collected from 214 manufacturing plants in the machinery, electrical and electronics and automobile industries in seven countries - Austria, Finland, Germany, Italy, Japan, Korea and the USA. We find that managerial innovation significantly and positively affects overall operational performance, quality performance, delivery performance, and flexibility performance. The results show that technological innovation significantly and positively affects overall operational performance, cost performance, delivery performance, flexibility performance, and innovative performance. We also find that both types of innovation have a direct effect and an indirect effect through operational performance on customer satisfaction.

Keywords: managerial innovation; technological innovation; operational performance; innovative performance; customer satisfaction; empirical research; manufacturing industry; machinery industry; electrical and electronics industry; automobile industry; Austria, Finland; Germany; Italy, Japan; Korea; United States; USA; cost performance; delivery performance; flexibility performance. (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (9)

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