Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation

Palanisamy Ganesan () and Manohar Sridhar ()
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Palanisamy Ganesan: VIT Business School, VIT University
Manohar Sridhar: VIT Business School, VIT University

Corporate Reputation Review, 2016, vol. 19, issue 1, No 7, 77-101

Abstract: Abstract Numerous literatures examined the relationship between innovations and corporate reputation with respect to customer non-financial performance independently. The combined effect of service innovation and corporate reputation (as a mediator) on customer non-financial performance was not empirically examined before. Testing this path variance in a service sector like telecommunication is important because in a multicultural country like India with its oligopolistic market nature it is difficult to determine customer satisfaction and build long-term relationship with them. The result would help in understanding the importance of bringing together innovation and reputation and how it can enhance the non-financial performance. Further, decision makers can note that when they frequently innovate and build reputation it makes customers satisfied, thereby framing a long-term relationship that helps to sustain in the competitive environment.

Keywords: corporate reputation; customer satisfaction; mediation; relationship improvement; service innovation (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (6)

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DOI: 10.1057/crr.2015.29

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