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Service innovation: Building a sustainable competitive advantage in higher education

The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitiv...

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Main Authors: Cheng, Boon Liat *, Cham, Tat Huei, Dent, Michael M *, Lee, T. H.
Format: Article
Published: Inderscience Enterprise 2019
Subjects:
LB2300 Higher Education
Online Access:http://eprints.sunway.edu.my/1864/
http://doi.org/10.1504/IJSEM.2019.105014
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spelling my.sunway.eprints.18642021-10-18T04:08:05Z http://eprints.sunway.edu.my/1864/ Service innovation: Building a sustainable competitive advantage in higher education Cheng, Boon Liat * Cham, Tat Huei Dent, Michael M * Lee, T. H. LB2300 Higher Education The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitive edge. Therefore, the study examines the impact of service innovation on student satisfaction, and the extent to which this level of satisfaction can be translated to perceived institutional image and loyalty. The mediation effect of the institutional image is also addressed. Data was collected from 400 respondents and were analysed using structural equation modelling. All factors in service innovation (i.e., product, process, organisational and marketing innovations) have a significant effect on student satisfaction, which positively relates to perceived institutional image and loyalty. Institutional image also mediates the relationship between student satisfaction and loyalty. Implications of the findings and limitations of the study are then discussed. Inderscience Enterprise 2019 Article PeerReviewed Cheng, Boon Liat * and Cham, Tat Huei and Dent, Michael M * and Lee, T. H. (2019) Service innovation: Building a sustainable competitive advantage in higher education. International Journal of Services, Economics and Management, 10 (4). p. 289. ISSN 1753-0822 http://doi.org/10.1504/IJSEM.2019.105014 doi:10.1504/IJSEM.2019.105014
institution Sunway University
building Sunway Campus Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Sunway University
content_source Sunway Institutional Repository
url_provider http://eprints.sunway.edu.my/
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Cheng, Boon Liat *
Cham, Tat Huei
Dent, Michael M *
Lee, T. H.
Service innovation: Building a sustainable competitive advantage in higher education
description The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitive edge. Therefore, the study examines the impact of service innovation on student satisfaction, and the extent to which this level of satisfaction can be translated to perceived institutional image and loyalty. The mediation effect of the institutional image is also addressed. Data was collected from 400 respondents and were analysed using structural equation modelling. All factors in service innovation (i.e., product, process, organisational and marketing innovations) have a significant effect on student satisfaction, which positively relates to perceived institutional image and loyalty. Institutional image also mediates the relationship between student satisfaction and loyalty. Implications of the findings and limitations of the study are then discussed.
format Article
author Cheng, Boon Liat *
Cham, Tat Huei
Dent, Michael M *
Lee, T. H.
author_facet Cheng, Boon Liat *
Cham, Tat Huei
Dent, Michael M *
Lee, T. H.
author_sort Cheng, Boon Liat *
title Service innovation: Building a sustainable competitive advantage in higher education
title_short Service innovation: Building a sustainable competitive advantage in higher education
title_full Service innovation: Building a sustainable competitive advantage in higher education
title_fullStr Service innovation: Building a sustainable competitive advantage in higher education
title_full_unstemmed Service innovation: Building a sustainable competitive advantage in higher education
title_sort service innovation: building a sustainable competitive advantage in higher education
publisher Inderscience Enterprise
publishDate 2019
url http://eprints.sunway.edu.my/1864/
http://doi.org/10.1504/IJSEM.2019.105014
_version_ 1715193211075428352
score 13.211869

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