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- W3118482354 endingPage "51" @default.
- W3118482354 startingPage "41" @default.
- W3118482354 abstract "Providing new services to customers gives firms a competitive advantage in the market. Consequently, firms strive to develop innovative service that delivers new value propositions to customers and leads to customer satisfaction and the acquisition of new customers. The authors investigate the relationship between the innovative behavior of service providers, business customer performance, and business customer loyalty in the safety industry. The study's results show that technology-oriented and co-creation-oriented innovative behavior leads to business customer performance. Business customer performance is closely related to recommendations and re-contracts. Moreover, the degree of safety involvement has a moderate effect between service innovation and business customer performance. The findings have important theoretical and managerial implications for service innovation for researchers as well as service providers. • This study focuses on innovative behavior of service provider in the safety industry. • Innovative behavior of service provider determines business customer performance and in turn, influence business customer loyalty. • This study finds that customers put differently emphasis innovative service elements according to safety involvement level." @default.
- W3118482354 created "2021-01-18" @default.
- W3118482354 creator A5015579473 @default.
- W3118482354 creator A5057746028 @default.
- W3118482354 creator A5062505662 @default.
- W3118482354 date "2021-02-01" @default.
- W3118482354 modified "2023-10-14" @default.
- W3118482354 title "Understanding the role of service innovation behavior on business customer performance and loyalty" @default.
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