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How to cite this paper
APA: Sriviboon, C. (2022). The effect of service innovation, corporate image, human capital strategy and customer loyalty on performance: Evidence from rice industry. Uncertain Supply Chain Management, 10(3), 867-876.
Chicago/Turabian: Sriviboon, C. 2022. "The effect of service innovation, corporate image, human capital strategy and customer loyalty on performance: Evidence from rice industry." Uncertain Supply Chain Management 10, no. 3 (2022): 867-876.
AMA: Sriviboon, C. The effect of service innovation, corporate image, human capital strategy and customer loyalty on performance: Evidence from rice industry. Uncertain Supply Chain Management. 2022;10(3):867-876.
References
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Agarwal, S., Erramilli, M. K., & Dev, C. S. (2003). Market orientation and performance in service firms: role of innovation. Journal of Services Marketing, 17(1), 68-82.
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal, 29(1).
Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality assurance in education, 24(1), 70-94.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Antony, J. P., & Bhattacharyya, S. (2010). Measuring organizational performance and organizational excellence of SMEs–Part 2: an empirical study on SMEs in India. Measuring Business Excellence, 14(3).
Awais Ahmad Tipu, S. (2011). Academic publications on innovation management in banks (1998–2008): A research note. Innovation, 13(2), 236-260.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bekkers, V. J., & Homburg, V. (2005). The information ecology of e-government: e-government as institutional and technological innovation in public administration (Vol. 9): IOS press.
Bustinza, O. F., Gomes, E., Vendrell‐Herrero, F., & Baines, T. (2019). Product–service innovation and performance: the role of collaborative partnerships and R&D intensity. R&D Management, 49(1), 33-45.
Casidy, R., & Wymer, W. (2016). A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price. Journal of retailing and consumer services, 32, 189-197.
Clarke, T. B., Murphy, J., & Adler, J. (2016). Celebrity chef adoption and implementation of social media, particularly pinterest: A diffusion of innovations approach. International Journal of Hospitality Management, 57, 84-92.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Durst, S., Mention, A.-L., & Poutanen, P. (2015). Service innovation and its impact: What do we know about? Investigaciones europeas de dirección y economía de la empresa, 21(2), 65-72.
Fernandes Sampaio, C. A., Hernández Mogollón, J. M., & de Ascensão Gouveia Rodrigues, R. J. (2020). The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research, 20(2), 131-143.
Gallouj, F., & Windrum, P. (2009). Services and services innovation: Springer.
Grawe, S. J., Chen, H., & Daugherty, P. J. (2009). The relationship between strategic orientation, service innovation, and performance. International journal of physical distribution & logistics management, 39(4).
Greer, C. R., Lusch, R. F., & Hitt, M. A. (2017). A service perspective for human capital resources: A critical base for strategy implementation. Academy of management perspectives, 31(2), 137-158.
Hitt, M. A., Bierman, L., Shimizu, K., & Kochhar, R. (2001). Direct and moderating effects of human capital on strategy and performance in professional service firms: A resource-based perspective. Academy of management Journal, 44(1), 13-28.
Hong, T. L., Cheong, C. B., & Rizal, H. S. (2016). Service innovation in Malaysian banking industry towards sustainable competitive advantage through environmentally and socially practices. Procedia-Social and Behavioral Sciences, 224, 52-59.
Hsiao, C., Lee, Y.-H., & Chen, H.-H. (2016). The effects of internal locus of control on entrepreneurship: the mediating mechanisms of social capital and human capital. The International Journal of Human Resource Management, 27(11), 1158-1172.
Hsu, I.-C. (2008). Knowledge sharing practices as a facilitating factor for improving organizational performance through human capital: A preliminary test. Expert Systems with Applications, 35(3), 1316-1326.
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of air transport management, 57, 80-88.
Johnson, M., & Zinkhan, G. M. (2015). Defining and measuring company image. Paper presented at the Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference.
Khan, H. (2013). Industrialization and Development Strategies in the 21st Century: Towards Sustainable Innovation Systems.
Kianto, A., Sáenz, J., & Aramburu, N. (2017). Knowledge-based human resource management practices, intellectual capital and innovation. Journal of Business Research, 81, 11-20.
Kim, T., Kim, W. G., Park, S. S. S., Lee, G., & Jee, B. (2012). Intellectual capital and business performance: what structural relationships do they have in upper‐upscale hotels? International Journal of Tourism Research, 14(4), 391-408.
Koch, G., Rapp, M., & Kröger, N. (2013). Harnessing the innovation potential of citizens: how open innovation can be used to co-develop political strategies Strategy and communication for innovation (pp. 63-83): Springer.
Kohtamäki, M., Rabetino, R., & Einola, S. (2018). Paradoxes in servitization Practices and tools for servitization (pp. 185-199): Springer.
Lee, C., Hallak, R., & Sardeshmukh, S. R. (2016). Innovation, entrepreneurship, and restaurant performance: A higher-order structural model. Tourism management, 53, 215-228.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France. Journal of Services Marketing, 15(1), 35-48.
Li, Y., & Singal, M. (2019). Firm performance in the hospitality industry: Do CEO attributes and compensation matter? Journal of Hospitality & Tourism Research, 43(2), 272-282.
Martínez-Martínez, A., Cegarra-Navarro, J.-G., Garcia-Perez, A., & Wensley, A. (2019). Knowledge agents as drivers of environmental sustainability and business performance in the hospitality sector. Tourism management, 70, 381-389.
Merrilees, B., Miller, D., & Yakimova, R. (2017). The role of staff engagement in facilitating staff-led value co-creation. Journal of Service Management, 28(2), 250-264.
Morrar, R. (2014). Innovation in services: A literature review. Technology Innovation Management Review, 4(4).
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and consumer services, 8(4), 227-236.
O'Cass, A., & Ngo, L. V. (2011). Winning through innovation and marketing: Lessons from Australia and Vietnam. Industrial Marketing Management, 40(8), 1319-1329.
O’Dwyer, M., & Gilmore, A. (2019). Competitor orientation in successful SMEs: An exploration of the impact on innovation. Journal of Strategic Marketing, 27(1), 21-37.
Parris, D. L., Bouchet, A., Peachey, J. W., & Arnold, D. (2016). Change is hard: Overcoming barriers to service innovation. Journal of Services Marketing, 30(6), 615-629.
Peloza, J. (2006). Using corporate social responsibility as insurance for financial performance. California management review, 48(2), 52-72.
Prajogo, D. I., & Oke, A. (2016). Human capital, service innovation advantage, and business performance: The moderating roles of dynamic and competitive environments. International journal of operations & production management, 36(9), 974-994.
Rahim, A., Ignatius, I., & Adeoti, O. E. (2012). Is customer satisfaction an indicator of customer loyalty?
Reguera-Alvarado, N., & Bravo, F. (2017). The effect of independent directors’ characteristics on firm performance: Tenure and multiple directorships. Research in International Business and Finance, 41, 590-599.
Roberts, P. W., & Dowling, G. R. (2002). Corporate reputation and sustained superior financial performance. Strategic management journal, 23(12), 1077-1093.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2013). Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms. Journal of Business Research, 66(8), 1085-1097.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2019). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156.
Samagaio, A., & Rodrigues, R. (2016). Human capital and performance in young audit firms. Journal of Business Research, 69(11), 5354-5359.
Schuckert, M., Kim, T. T., Paek, S., & Lee, G. (2018). Motivate to innovate: How authentic and transformational leaders influence employees’ psychological capital and service innovation behavior. International Journal of Contemporary Hospitality Management, 30(2), 776-796.
Sheel, A., & Nath, V. (2019). Effect of blockchain technology adoption on supply chain adaptability, agility, alignment and performance. Management Research Review, 42(12), 1353-1374.
Sundbo, J., & Toivonen, M. (2011). User-based innovation in services: Edward Elgar Publishing.
Thakur, R. (2019). The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship. European Journal of Marketing, 53(7), 1278-1310.
Trainor, K. J. (2012). Relating social media technologies to performance: A capabilities-based perspective. Journal of Personal Selling & Sales Management, 32(3), 317-331.
Unger, J. M., Rauch, A., Frese, M., & Rosenbusch, N. (2011). Human capital and entrepreneurial success: A meta-analytical review. Journal of business venturing, 26(3), 341-358.
Visnjic, I., Wiengarten, F., & Neely, A. (2016). Only the brave: Product innovation, service business model innovation, and their impact on performance. Journal of Product Innovation Management, 33(1), 36-52.
Widener, S. K. (2004). An empirical investigation of the relation between the use of strategic human capital and the design of the management control system. Accounting, organizations and society, 29(3-4), 377-399.
Agarwal, S., Erramilli, M. K., & Dev, C. S. (2003). Market orientation and performance in service firms: role of innovation. Journal of Services Marketing, 17(1), 68-82.
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal, 29(1).
Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality assurance in education, 24(1), 70-94.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Antony, J. P., & Bhattacharyya, S. (2010). Measuring organizational performance and organizational excellence of SMEs–Part 2: an empirical study on SMEs in India. Measuring Business Excellence, 14(3).
Awais Ahmad Tipu, S. (2011). Academic publications on innovation management in banks (1998–2008): A research note. Innovation, 13(2), 236-260.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Bekkers, V. J., & Homburg, V. (2005). The information ecology of e-government: e-government as institutional and technological innovation in public administration (Vol. 9): IOS press.
Bustinza, O. F., Gomes, E., Vendrell‐Herrero, F., & Baines, T. (2019). Product–service innovation and performance: the role of collaborative partnerships and R&D intensity. R&D Management, 49(1), 33-45.
Casidy, R., & Wymer, W. (2016). A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price. Journal of retailing and consumer services, 32, 189-197.
Clarke, T. B., Murphy, J., & Adler, J. (2016). Celebrity chef adoption and implementation of social media, particularly pinterest: A diffusion of innovations approach. International Journal of Hospitality Management, 57, 84-92.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Durst, S., Mention, A.-L., & Poutanen, P. (2015). Service innovation and its impact: What do we know about? Investigaciones europeas de dirección y economía de la empresa, 21(2), 65-72.
Fernandes Sampaio, C. A., Hernández Mogollón, J. M., & de Ascensão Gouveia Rodrigues, R. J. (2020). The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research, 20(2), 131-143.
Gallouj, F., & Windrum, P. (2009). Services and services innovation: Springer.
Grawe, S. J., Chen, H., & Daugherty, P. J. (2009). The relationship between strategic orientation, service innovation, and performance. International journal of physical distribution & logistics management, 39(4).
Greer, C. R., Lusch, R. F., & Hitt, M. A. (2017). A service perspective for human capital resources: A critical base for strategy implementation. Academy of management perspectives, 31(2), 137-158.
Hitt, M. A., Bierman, L., Shimizu, K., & Kochhar, R. (2001). Direct and moderating effects of human capital on strategy and performance in professional service firms: A resource-based perspective. Academy of management Journal, 44(1), 13-28.
Hong, T. L., Cheong, C. B., & Rizal, H. S. (2016). Service innovation in Malaysian banking industry towards sustainable competitive advantage through environmentally and socially practices. Procedia-Social and Behavioral Sciences, 224, 52-59.
Hsiao, C., Lee, Y.-H., & Chen, H.-H. (2016). The effects of internal locus of control on entrepreneurship: the mediating mechanisms of social capital and human capital. The International Journal of Human Resource Management, 27(11), 1158-1172.
Hsu, I.-C. (2008). Knowledge sharing practices as a facilitating factor for improving organizational performance through human capital: A preliminary test. Expert Systems with Applications, 35(3), 1316-1326.
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of air transport management, 57, 80-88.
Johnson, M., & Zinkhan, G. M. (2015). Defining and measuring company image. Paper presented at the Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference.
Khan, H. (2013). Industrialization and Development Strategies in the 21st Century: Towards Sustainable Innovation Systems.
Kianto, A., Sáenz, J., & Aramburu, N. (2017). Knowledge-based human resource management practices, intellectual capital and innovation. Journal of Business Research, 81, 11-20.
Kim, T., Kim, W. G., Park, S. S. S., Lee, G., & Jee, B. (2012). Intellectual capital and business performance: what structural relationships do they have in upper‐upscale hotels? International Journal of Tourism Research, 14(4), 391-408.
Koch, G., Rapp, M., & Kröger, N. (2013). Harnessing the innovation potential of citizens: how open innovation can be used to co-develop political strategies Strategy and communication for innovation (pp. 63-83): Springer.
Kohtamäki, M., Rabetino, R., & Einola, S. (2018). Paradoxes in servitization Practices and tools for servitization (pp. 185-199): Springer.
Lee, C., Hallak, R., & Sardeshmukh, S. R. (2016). Innovation, entrepreneurship, and restaurant performance: A higher-order structural model. Tourism management, 53, 215-228.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France. Journal of Services Marketing, 15(1), 35-48.
Li, Y., & Singal, M. (2019). Firm performance in the hospitality industry: Do CEO attributes and compensation matter? Journal of Hospitality & Tourism Research, 43(2), 272-282.
Martínez-Martínez, A., Cegarra-Navarro, J.-G., Garcia-Perez, A., & Wensley, A. (2019). Knowledge agents as drivers of environmental sustainability and business performance in the hospitality sector. Tourism management, 70, 381-389.
Merrilees, B., Miller, D., & Yakimova, R. (2017). The role of staff engagement in facilitating staff-led value co-creation. Journal of Service Management, 28(2), 250-264.
Morrar, R. (2014). Innovation in services: A literature review. Technology Innovation Management Review, 4(4).
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and consumer services, 8(4), 227-236.
O'Cass, A., & Ngo, L. V. (2011). Winning through innovation and marketing: Lessons from Australia and Vietnam. Industrial Marketing Management, 40(8), 1319-1329.
O’Dwyer, M., & Gilmore, A. (2019). Competitor orientation in successful SMEs: An exploration of the impact on innovation. Journal of Strategic Marketing, 27(1), 21-37.
Parris, D. L., Bouchet, A., Peachey, J. W., & Arnold, D. (2016). Change is hard: Overcoming barriers to service innovation. Journal of Services Marketing, 30(6), 615-629.
Peloza, J. (2006). Using corporate social responsibility as insurance for financial performance. California management review, 48(2), 52-72.
Prajogo, D. I., & Oke, A. (2016). Human capital, service innovation advantage, and business performance: The moderating roles of dynamic and competitive environments. International journal of operations & production management, 36(9), 974-994.
Rahim, A., Ignatius, I., & Adeoti, O. E. (2012). Is customer satisfaction an indicator of customer loyalty?
Reguera-Alvarado, N., & Bravo, F. (2017). The effect of independent directors’ characteristics on firm performance: Tenure and multiple directorships. Research in International Business and Finance, 41, 590-599.
Roberts, P. W., & Dowling, G. R. (2002). Corporate reputation and sustained superior financial performance. Strategic management journal, 23(12), 1077-1093.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2013). Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms. Journal of Business Research, 66(8), 1085-1097.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2019). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156.
Samagaio, A., & Rodrigues, R. (2016). Human capital and performance in young audit firms. Journal of Business Research, 69(11), 5354-5359.
Schuckert, M., Kim, T. T., Paek, S., & Lee, G. (2018). Motivate to innovate: How authentic and transformational leaders influence employees’ psychological capital and service innovation behavior. International Journal of Contemporary Hospitality Management, 30(2), 776-796.
Sheel, A., & Nath, V. (2019). Effect of blockchain technology adoption on supply chain adaptability, agility, alignment and performance. Management Research Review, 42(12), 1353-1374.
Sundbo, J., & Toivonen, M. (2011). User-based innovation in services: Edward Elgar Publishing.
Thakur, R. (2019). The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship. European Journal of Marketing, 53(7), 1278-1310.
Trainor, K. J. (2012). Relating social media technologies to performance: A capabilities-based perspective. Journal of Personal Selling & Sales Management, 32(3), 317-331.
Unger, J. M., Rauch, A., Frese, M., & Rosenbusch, N. (2011). Human capital and entrepreneurial success: A meta-analytical review. Journal of business venturing, 26(3), 341-358.
Visnjic, I., Wiengarten, F., & Neely, A. (2016). Only the brave: Product innovation, service business model innovation, and their impact on performance. Journal of Product Innovation Management, 33(1), 36-52.
Widener, S. K. (2004). An empirical investigation of the relation between the use of strategic human capital and the design of the management control system. Accounting, organizations and society, 29(3-4), 377-399.