Enhancing Customer Satisfaction Through Innovation Consciousness, Service Innovation, and Total Quality Management
Article Sidebar
Main Article Content
บทคัดย่อ
Purpose: To explore the impact of innovation consciousness, service innovation and total quality management on customer satisfaction, and test data analysis results show that: 1) The innovation consciousness scale, service innovation scale and total quality management scale have good reliability and validity, and can be used to accurately evaluate the innovation consciousness and service innovation level of enterprises; 2) Innovation awareness has a significant positive impact on service innovation. ; 3) Innovation consciousness has a significant positive impact on total quality management. 4) Innovation awareness has a significant positive impact on customer satisfaction. 5) Service innovation has a significant positive impact on customer satisfaction. 6) Total quality management has a significant positive impact on customer satisfaction. 7) Service innovation plays an intermediary role in the relationship between innovation awareness and customer satisfaction. 8) Total quality management plays an intermediary role between innovation awareness and customer satisfaction. Finally, it is revealed that: 1) Enterprise leaders should attach great importance to the concept of innovation and service; 2) Enterprises should establish a sound innovation reward mechanism to encourage employees to transform innovation consciousness into practical innovation actions.
Article Details
References
Ahsan,H. & Orsag, A. (2011). Total quality management and its impact on business performance: a study of Pakistani manufacturing sector. International Journal of Quality & Reliability Management, 28 (5), 557-576.
Anderson E.W., (1994). Cales Fornell, Donald R. Lehman.
Berry, L. L. and Parasuraman, A. (1991). Marketing services: Competing through quality. Free Press, New York.
Bettencourt L. A. (1997). Customer voluntary performance: customers as partners in service delivery [J]. Journal of Retailing, 73 (3), 383
Betz, N. (1987). The effects of aging on the iron-binding properties of transferrin.
Bowen, H. R. (1990). Social Responsibilities of the businessman[M]. New York: Harper & Row.
Byun, G., Yoon, Y., & Lee, J. (2012). A study on the effect of welding parameters on the residual stress and deformation of welded structures. Materials Science and Engineering. 538, 230-236.
Cardozo, Richard N. (1975). "The Judicial Mind." Duke Law Journal. 1-35.
Flynn, J.H., Smith, B.L., & Giles, D.E. (1994). A review of 20 years of cola nut (Cola acuminata) research. Journal of Ethnopharmacology. 43 (1), 1-19.
Gregory, I., & Joseph, S. (2000). A model of the emergence of “cursive” script. Neural computation. 12 (7), 1709-1727.
JJ Cronin. MK Brady. (2000). GTM Hult. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments [J]. Journal of Retailing. 76 (2),193–218.
Juttner, U., & Wehrh, H.P. (1994). Relationship marketing from a value system perspective. International Journal of Services Industry Management, 5 (5).
KD Hoffman, T. N. Ingram. (1992). Service Provider Job Satisfaction and Customer[J]. Journal of Services Marketing. (11), 78-90.
Lin Lei, Wu Guisheng.(2017). The status and function of interface management in service innovation. Research in Technology Economics and Management.
Liu Li, (2006). Research on Innovative Enterprises and Their Growth, Dalian, Dongbei University of Finance and Economics.
Liu, X. J., & Zhang, L. H. (2012). The impact of social capital on individual credit risk in China's rural credit co-operatives. The Journal of Risk Finance. 13 (5),40-48.
P Solomon. Jeffrey Draine. (1995). One-year outcomes of a randomized trial of consumer case management[J]. Evaluation and Program Planning. 18 (2), 117–127.
Smith, K.B., & Johnson, K.B. (2018). The interactive effect of total quality management and customer satisfaction on business performance. Journal of Operations Management. 58 (1),1-14.
Storey, D. J., & Kelly, A. M. (2001). The evolution of sexual signalling and mating tactics in the green tree frog (Hyla cinerea). Journal of Evolutionary Biology. 14 (4),553-564.
Sundbo, J. (2008). The role of social capital in the knowledge society. International Journal of Organisational Innovation. (3), 10-21.
Wang S. (2013). Total Quality Management [J]. Shandong Social Sciences. (8), 40-43.
Xu, M., & Lai, J. (2011). Cognitive styles and web search behavior. Library & Information Science Research. 33 (4), 239-246.
ZHAO Xiaodi. (2008). Total Quality Management [J]. Science and Technology Innovation and Application. (2), 45-46.