A Study of Key Success Factors of Service Enterprises in China

Min Zhang (), Biying Jin (), G. Alan Wang (), Thong Ngee Goh () and Zhen He ()
Additional contact information
Min Zhang: Tianjin University
Biying Jin: Tianjin University
G. Alan Wang: Virginia Tech
Thong Ngee Goh: National University of Singapore
Zhen He: Tianjin University

Journal of Business Ethics, 2016, vol. 134, issue 1, No 1, 14 pages

Abstract: Abstract This paper reports a study of the key success factors of what have been recognized as successful service enterprises in China, each considered representative of its respective industry. The grounded theory approach was used to analyze information collected from these enterprises, resulting in the identification of the attributes shared by these enterprises: customer-oriented service, service management, service innovation, and corporate social responsibility. Based on these attributes, a survey was conducted to verify the relationships among these attributes and important outcomes, namely customer satisfaction, perceived service quality, and enterprise reputation. The results of the statistical analysis indicate that the four attributes have positive impacts on service outcomes. The findings are of far-reaching importance in view of the vast potential service markets in China.

Keywords: Service quality; Grounded theory; Service management; Service innovation; Corporate social responsibility (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s10551-014-2074-2

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