IDEAS home Printed from https://ideas.repec.org/a/ers/ijebaa/vixy2021i4p3-15.html
   My bibliography  Save this article

Evaluation of the Impact of Innovation Management on Customer Satisfaction and the Innovative Behavior of Employees: Field Study in Commercial Banks in the State of Kuwait

Author

Listed:
  • Fawaz Alhammad
  • Afaf Bugawa

Abstract

Purpose: This research paper aimed at identifying the impact of innovation management on customer satisfaction and the behavior of innovative employees in commercial banks in Kuwait. Design/Methodology/Approach: Based on the descriptive-analytical approach, the study used the questionnaire on a sample represented by (5) banks in Kuwait (28%). After collecting the study data, the Statistical Analysis Program (SPSS) and PLS were used, several results were reached. Findings: There is a moderate degree of innovation management practice in commercial banks in the State of Kuwait, there are an impact and correlation between innovation management and the innovative climate from one hand and the innovative climate and customer satisfaction, on the other hand. It also showed the impact and correlation between the innovative climate and innovative behavior in the study population. Furthermore, there are an impact and correlation between network theory, innovation management, innovative climate, customer satisfaction, and the behavior of innovative workers. Practical Implication: The study recommended attention to managing innovation and the innovative climate and strengthening network theory in commercial banks. It also recommended stimulating the work of the Training and Development Department in commercial banks in the State of Kuwait. Originality/Value: The value of the study comes to find solutions to weaknesses, if any, and to strengths by not losing any sight of management phenomena and variables that contribute to the development of innovation management in commercial banks.

Suggested Citation

  • Fawaz Alhammad & Afaf Bugawa, 2021. "Evaluation of the Impact of Innovation Management on Customer Satisfaction and the Innovative Behavior of Employees: Field Study in Commercial Banks in the State of Kuwait," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 3-15.
    • Handle: RePEc:ers:ijebaa:v:ix:y:2021:i:4:p:3-15
    as

    Download full text from publisher

    File URL: https://www.ijeba.com/journal/729/download
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Foroudi, Pantea & Jin, Zhongqi & Gupta, Suraksha & Melewar, T.C. & Foroudi, Mohammad Mahdi, 2016. "Influence of innovation capability and customer experience on reputation and loyalty," Journal of Business Research, Elsevier, vol. 69(11), pages 4882-4889.
    2. Bezdrob, Muamer, 2019. "Long-Term Performance Implications of Management Innovation," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 24(2), pages 210-234.
    3. Naveed, Tahir & Akhtar, Irum & Cheema, Khaliq Ur Rehman, 2012. "The Impact of Innovation on Customer Satisfaction and Brand loyalty: A Study of the Students of Faisalabad," MPRA Paper 53197, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Foroudi, Pantea & Yu, Qionglei & Gupta, Suraksha & Foroudi, Mohammad M., 2019. "Enhancing university brand image and reputation through customer value co-creation behaviour," Technological Forecasting and Social Change, Elsevier, vol. 138(C), pages 218-227.
    2. Ali, Imran & Ali, Murad & Grigore, Georgiana & Molesworth, Mike & Jin, Zhongqi, 2020. "The moderating role of corporate reputation and employee-company identification on the work-related outcomes of job insecurity resulting from workforce localization policies," Journal of Business Research, Elsevier, vol. 117(C), pages 825-838.
    3. Reihaneh Hajishirzi & Carlos J. Costa & Manuela Aparicio, 2022. "Boosting Sustainability through Digital Transformation’s Domains and Resilience," Sustainability, MDPI, vol. 14(3), pages 1-16, February.
    4. Foroudi, Mohammad Mahdi & Balmer, John M.T. & Chen, Weifeng & Foroudi, Pantea & Patsala, Paschalia, 2020. "Explicating place identity attitudes, place architecture attitudes, and identification triad theory," Journal of Business Research, Elsevier, vol. 109(C), pages 321-336.
    5. Chandrasapth, Koblarp & Yannopoulou, Natalia & Schoefer, Klaus & Liu, Martin J., 2022. "A multimodal discourse-mythological approach to understanding brand-based conflicts in online consumer communities: The case of Samsung vs. Huawei," Journal of Business Research, Elsevier, vol. 144(C), pages 1103-1120.
    6. María Dolores Aledo‐Ruiz & Eva Martínez‐Caro & José Manuel Santos‐Jaén, 2022. "The influence of corporate social responsibility on students' emotional appeal in the HEIs: The mediating effect of reputation and corporate image," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(3), pages 578-592, May.
    7. Saeed, Abubakr, 2021. "The impact of employee friendly practices on dividend payments: Evidence from emerging economies," Journal of Business Research, Elsevier, vol. 135(C), pages 592-605.
    8. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles & Jin, Zhongqi, 2018. "Examining the influence of corporate website favorability on corporate image and corporate reputation: Findings from fsQCA," Journal of Business Research, Elsevier, vol. 89(C), pages 287-304.
    9. Cinzia Genovino, 2018. "Patrimonio culturale e Identit? dei luoghi: un Binomio vincente per la Competitivit? territoriale," ESPERIENZE D'IMPRESA, FrancoAngeli Editore, vol. 2018(2), pages 5-20.
    10. Edeh, Jude Ndubuisi & Obodoechi, Divine Ndubuisi & Ramos-Hidalgo, Encarnación, 2020. "Effects of innovation strategies on export performance: New empirical evidence from developing market firms," Technological Forecasting and Social Change, Elsevier, vol. 158(C).
    11. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    12. Lu Qiu & Xiaowen Jie & Yanan Wang & Minjuan Zhao, 2020. "Green product innovation, green dynamic capability, and competitive advantage: Evidence from Chinese manufacturing enterprises," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(1), pages 146-165, January.
    13. TUNÇ, Tarkan, 2022. "The Impact Of Marketing Innovation On Customer Loyalty: The Mediati̇ng Role Of Brand Image And Customer Satisfaction (A Case Study In Chemical Industry)," Academic Review of Humanities and Social Sciences, Bursa Teknik Üniversitesi, vol. 5(2), pages 130-155.
    14. Tao Wang & Ting Zhang & Zhigang Shou, 2021. "The double-edged sword effect of political ties on performance in emerging markets: The mediation of innovation capability and legitimacy," Asia Pacific Journal of Management, Springer, vol. 38(3), pages 1003-1030, September.
    15. Janarthanan Balakrishnan & Pantea Foroudi, 2020. "Does Corporate Reputation Matter? Role of Social Media in Consumer Intention to Purchase Innovative Food Product," Corporate Reputation Review, Palgrave Macmillan, vol. 23(3), pages 181-200, August.
    16. Kurtmollaiev, Seidali & Lervik-Olsen, Line & Andreassen, Tor W., 2022. "Competing through innovation: Let the customer judge!," Journal of Business Research, Elsevier, vol. 153(C), pages 87-101.
    17. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    18. Lily (Xuehui) Gao & Evert Haan & Iguácel Melero-Polo & F. Javier Sese, 2023. "Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention," Journal of the Academy of Marketing Science, Springer, vol. 51(2), pages 334-371, March.
    19. Dongmei Zha & Pantea Foroudi & T. C. Melewar & Zhongqi Jin, 2025. "Examining the Impact of Sensory Brand Experience on Brand Loyalty," Corporate Reputation Review, Palgrave Macmillan, vol. 28(1), pages 14-42, February.
    20. Abiodun B.ONAMUS & Grace O. MAKINDE & Babatunde H. AKINLABI, 2020. "Entry Mode Strategy, Firm-Level Capability, Environmental Turbulence, and Organisational Performance: A Moderated Analysis," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 5(2), pages 278-290, December.

    More about this item

    Keywords

    Innovation management; innovative behavior of workers; innovative climate; network theory; commercial banks in the State of Kuwait.;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ers:ijebaa:v:ix:y:2021:i:4:p:3-15. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Marios Agiomavritis (email available below). General contact details of provider: https://ijeba.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.