The impact of service innovation on firm performance

Lei Lin

The Service Industries Journal, 2013, vol. 33, issue 15-16, 1599-1632

Abstract: This study empirically examines the impact of service innovation on performance in developing countries such as China. We construct a more integrative model linking service innovation, service quality and performance and collect 277 samples in the Chinese tourism sector. The findings are: First, service innovation affects firm performance through direct and indirect paths where service quality plays a positive mediating role, and the direct impact is larger than the indirect one; Secondly, the innovation mode is cost-reductive, which focuses on eliminating internal cost rather than improving service quality; Third, the assessment of service quality emphasizes the dimensions of assurance and reliability.

Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:15-16:p:1599-1632

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DOI: 10.1080/02642069.2011.638712

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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