 Service innovation barriers and facilitators and their effects on customer satisfaction and relationship improvementM. Sridhar and P. Ganesan International Journal of Services and Operations Management, 2015, vol. 21, issue 1, 87-111 Abstract: Service innovation in process and/or product is influenced by many factors they either enhance or reduce customer satisfaction and relationship improvement. The aim of this study is to determine the service innovation factors and their effects on customer satisfaction and relationship improvement in Indian banking sector. Since there is limited literature in identifying the service innovation factors in the Indian banking sector, a detailed review related with service innovation factors has been conducted. The findings of this research is that certain factors act as a barriers to innovation and if they are concentrated and adopted by the bank they facilitate innovation thereby satisfying customers and improve the relationship. This study helps the managers of the bank, policy makers and academicians about the importance of determining the service innovation barriers/facilitators and their effect in satisfying the customers and improving a long term relationship with them. Keywords: bank services; service innovation; innovation facilitators; customer satisfaction; relationship improvement; visual PLS; partial least squares; innovation barriers; customer relationship; India; banking industry. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:21:y:2015:i:1:p:87-111 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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