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Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation

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  • Palanisamy Ganesan

    (VIT Business School, VIT University)

  • Manohar Sridhar

    (VIT Business School, VIT University)

Abstract

Numerous literatures examined the relationship between innovations and corporate reputation with respect to customer non-financial performance independently. The combined effect of service innovation and corporate reputation (as a mediator) on customer non-financial performance was not empirically examined before. Testing this path variance in a service sector like telecommunication is important because in a multicultural country like India with its oligopolistic market nature it is difficult to determine customer satisfaction and build long-term relationship with them. The result would help in understanding the importance of bringing together innovation and reputation and how it can enhance the non-financial performance. Further, decision makers can note that when they frequently innovate and build reputation it makes customers satisfied, thereby framing a long-term relationship that helps to sustain in the competitive environment.

Suggested Citation

  • Palanisamy Ganesan & Manohar Sridhar, 2016. "Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 77-101, February.
    • Handle: RePEc:pal:crepre:v:19:y:2016:i:1:d:10.1057_crr.2015.29
    DOI: 10.1057/crr.2015.29
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    Cited by:

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