ORGANISATIONAL LEARNING, NON-TECHNICAL INNOVATION AND CUSTOMER SATISFACTION OF SMEs

Dimitrios Kafetzopoulos () and Evangelos Psomas
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Dimitrios Kafetzopoulos: Department of Business Administration of Food and Agricultural Enterprises, University of Patras, George Seferis Street, GR-301 00, Agrinio, Greece
Evangelos Psomas: Department of Business Administration of Food and Agricultural Enterprises, University of Patras, George Seferis Street, GR-301 00, Agrinio, Greece

International Journal of Innovation Management (ijim), 2016, vol. 20, issue 03, 1-28

Abstract: The purpose of the present study is to analyse the role of organisational learning as an antecedent to non-technical innovation comprising organisational and marketing innovation. Examining the effect of these dimensions of non-technical innovation on customer satisfaction is also an aim of the present study. The paper formulates research hypotheses based on a comprehensive literature review. These hypotheses are tested using structural equation modelling (SEM) based on data collected from 226 Greek small and medium-sized enterprises (SMEs). The formulated conceptual model is strongly supported based on empirical evidence. The results confirm that organisational learning capability favours the development of organisational innovation and marketing innovation. Furthermore, the study shows that both dimensions of non-technical innovation promote the achievement of customer satisfaction.

Keywords: Organisational innovation; marketing innovation; customer satisfaction (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (3)

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DOI: 10.1142/S1363919616500419

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