Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm

Shui-Sheng Fan; You-g Chen; Lu Miao

doi:10.29333/ejmste/89530

Full Text (PDF)

Shui-Sheng Fan ¹, You-g Chen ¹ ^* , Lu Miao ¹

More Detail

¹ Anxi College of Tea Science, Fujian Agriculture and Forestry University, Anxi County, Fujian Province, CHINA^* Corresponding Author

Abstract

Service innovation has been constantly emphasized domestically and internationally. The factors of globalization, changing lifestyles, and the transfer of industrial focus indirectly create business opportunities for leisure farms. To attract more customers for surpassing competitors, the cultivated service innovation capability must present uniqueness and match with customer needs. Based on statistics education, this study intends to discuss the effect of leisure farms’ service innovation on customer satisfaction. Employees of Qianjiangyue Leisure Farm, as the research samples, are distributed 330 copies of questionnaire. Total 278 valid copies are retrieved, with the retrieval rate 84%. The research results conclude significant correlations between 1.service innovation and customer satisfaction, 2.statistics education and service innovation, and 3.statistics education and customer satisfaction. According to the results, suggestions are proposed, expecting to assist leisure farms in service innovation and the promotion of customer satisfaction.

Keywords

statistics education
leisure farm
service innovation
customer satisfaction

License

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Article Type: Research Article

EURASIA J Math Sci Tech Ed, 2018, Volume 14, Issue 6, 2467-2474

https://doi.org/10.29333/ejmste/89530

Publication date: 14 Apr 2018

Article Views: 2933

Article Downloads: 2226

Open Access References How to cite this article

References

Armstrong, G., & Kotler, P. (2014). Marketing: An introduction (GE) (12th ed.) England: Pearson Education.
Aziz, N. A., & Omar, N. A. (2013). Exploring the Effect of Internet Marketing Orientation, Learning Orientation and Market Orientation on Innovativeness and Performance: SEM (Exporters) Perspectives. Journal of Business Economics and Management, 14(S1), 257-278. https://doi.org/10.3846/16111699.2011.645865.
Batnasan, J. (2014). Exploring relationships among service innovations, customer satisfaction and customer value in airport (Masters Thesis). Asia University, Department of Business Administration, Taiwan.
Cox, R. (2013). Environmental Communication and the Public Sphere (3rd ed.). California: Sage.
Domenico, D., Francis, E., & Daniela, S. (2014). The Impact of Public R&D on Marketing and Supply Chains on Small Farms’ Market Sensing Capability: Evidence from the Australian Seafood Industry. International Food and Agribusiness Management Review, 17(1), 37-82.
Farias, S. A., Aguiar, E. C., & Melo, F. V. S. (2014). Store atmospherics and experiential marketing: A conceptual framework and research propositions for an extraordinary customer experience. International Business Research, 7(2), 87. https://doi.org/10.5539/ibr.v7n2p87.
Gomez, L. F., & Ballard, D. I. (2013). Communication for the Long Term: Information Allocation and Collective Reflexivity as Dynamic Capabilities. Journal of Communication, 50(2), 208-220. https://doi.org/10.1177/0021943612474992.
Gremyr, I., Witell, L., Lofberg, N., Edvardsson, B., & Fundin, A. (2014). Understanding New Service Development and Service Innovation through Innovation Modes. Journal of Business and Industrial Marketing, 29(2), 123-131. https://doi.org/10.1108/JBIM-04-2012-0074.
Grimaldi, M., Quinto, I., & Rippa, P. (2013). Enabling Open Innovation in Small and Medium Enterprises: A Dynamic Capabilities Approach. Knowledge and Process Management, 20(4), 199-210. https://doi.org/10.1002/kpm.1423.
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. https://doi.org/10.1007/s11747-012-0308-3.
Heyne, P., Boettke, P. J., & Prychitko, D. L. (2013). The economic way of thinking (13th ed.) New York: Prentice Hall.
Ho, H. D., & Ganesan, S. (2013). Does Knowledge Base Compatibility Help or Hurt Knowledge Sharing Between Suppliers in Coopetition? The Role of Customer Participation. Journal of Marketing, 77(6), 91-107. https://doi.org/10.1509/jm.11.0570.
Jeong, E. H., Jang, S. C., Day, J., & Ha, S. (2014). The impact of eco-friendly practices on green image and customer attitudes: An investigation in a café setting. International Journal of Hospitality Management, 41, 10-20. https://doi.org/10.1016/j.ijhm.2014.03.002.
Josiam, B. M., & Henry, W. (2014). Entertainment: Utilitarian and hedonic motivations for patronizing fun experience restaurants. Procedia-Social and Behavioral Sciences, 144, 187-202. https://doi.org/10.1016/j.sbspro.2014.07.287.
Kang, K. H., & Kang, J. (2014). Do External Knowledge Sourcing Modes for Service Innovation? Empirical Evidence from South Korean Service Firms. Journal of Product Innovation Management, 13(1), 176-191. https://doi.org/10.1111/jpim.12087.
Kindström, D., Kowalkowski, C., & Sandberg, E. (2013). Enabling service innovation: a dynamic capabilities approach. Journal of Business Research, 66(8), 1063-1073. https://doi.org/10.1016/j.jbusres.2012.03.003.
Namkung, Y., & Jang, S. (2013). Effects of restaurant green practices on brand equity formation: Do green practices really matter? International Journal of Hospitality Management, 33, 85-95. https://doi.org/10.1016/j.ijhm.2012.06.006.
Nanda, N., Kuruvilla, S. J., & Murty, B. V. R. (2013). Role of Service Innovation in Customer Satisfaction and Customer Loyalty: A Study on Organized Retail in India. International Journal of Business Insights & Transformation, 6(2), 53-63.
Rosell, D. T., Lakemond, N., & Wasti, S. N. (2014). Integrating Knowledge with Suppliers at the R&D-Manufacturing Interface. Journal of Manufacturing Technology Management, 25(2), 240-257. https://doi.org/10.1108/JMTM-12-2013-0171.
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. https://doi.org/10.1016/j.jbusres.2012.03.005.
Solomon, M. R. (2014). Consumer behavior: Buying, having, and being (10th ed.). Courier/Kendallville: Pearson College Div.
Stickdorn, M., & Schneider, J. (2013). This is service design thinking: Basics, tools, cases. New Jersey: Wiley.
Tang, T.-W. (2013). Competing Through Customer Social Capital: The Proactive Personality of Bed and Breakfast Operators. Asia Pacific Journal of Tourism Research, 20(2), 1-19.
Trigo, A. (2013). The nature of innovation in R & D- and Non-R & D-intensive service firms: Evidence from firm-level latent class analysis. Industry and Innovation, 20(1), 48-68. https://doi.org/10.1080/13662716.2013.761380.
Tsai, K. H., & Hsu, T. T. (2014). Cross-Functional Collaboration, Competitive Intensity, Knowledge Integration Mechanisms, and New Product Performance: A Mediated Moderation Model. Industrial Marketing Management, 43, 293-303. https://doi.org/10.1016/j.indmarman.2013.08.012.
Tseng S. M., & Lee, P. S. (2014). The Effect of Knowledge Management Capability and Dynamic Capability on Organizational Performance. Journal of Enterprise Information Management, 27(2), 158-179. https://doi.org/10.1108/JEIM-05-2012-0025.
Yan, X., Wang, J., & Chau, M. (2013). Customer revisit intention to restaurants: Evidence from online reviews. Information Systems Frontiers, 17(3), 1-13.
Yaşlıoğlu, M., Çalışkan, B. Ö. Ö., & Şap, Ö. (2013). The Role of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment. Procedia-Social and Behavioral Sciences, 99, 629-635. https://doi.org/10.1016/j.sbspro.2013.10.533.
Yu, Y., Dong, X. Y., Shen, K. N., Khalifa, M., & Hao, J. X. (2013). Strategies, Technologies, and Organizational Learning for Developing Organizational Innovativeness in Emerging Economies. Journal of Business Research, 66, 2507-2514. https://doi.org/10.1016/j.jbusres.2013.05.042.
Zhang, J., & Wu, W. P. (2013). Social Capital and New Product Development Outcome: The Mediating Sensing Capability in Chinese High-Tech Firms. Journal of World Business, 48, 539-548. https://doi.org/10.1016/j.jwb.2012.09.009.

How to cite this article

APA

Fan, S.-S., Chen, Y.-G., & Miao, L. (2018). Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm. Eurasia Journal of Mathematics, Science and Technology Education, 14(6), 2467-2474. https://doi.org/10.29333/ejmste/89530

Vancouver

Fan SS, Chen YG, Miao L. Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm. EURASIA J Math Sci Tech Ed. 2018;14(6):2467-74. https://doi.org/10.29333/ejmste/89530

AMA

Fan SS, Chen YG, Miao L. Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm. EURASIA J Math Sci Tech Ed. 2018;14(6), 2467-2474. https://doi.org/10.29333/ejmste/89530

Chicago

Fan, Shui-Sheng, You-g Chen, and Lu Miao. "Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm". Eurasia Journal of Mathematics, Science and Technology Education 2018 14 no. 6 (2018): 2467-2474. https://doi.org/10.29333/ejmste/89530

Harvard

Fan, S.-S., Chen, Y.-G., and Miao, L. (2018). Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm. Eurasia Journal of Mathematics, Science and Technology Education, 14(6), pp. 2467-2474. https://doi.org/10.29333/ejmste/89530

MLA

Fan, Shui-Sheng et al. "Discussing the Effect of Service Innovation on Customer Satisfaction Based on Statistics Education – A Case on Qianjiangyue Leisure Farm". Eurasia Journal of Mathematics, Science and Technology Education, vol. 14, no. 6, 2018, pp. 2467-2474. https://doi.org/10.29333/ejmste/89530