IDEAS home Printed from
   My bibliography  Save this article

A Study of Key Success Factors of Service Enterprises in China


  • Min Zhang

    () (Tianjin University)

  • Biying Jin

    () (Tianjin University)

  • G. Alan Wang

    () (Virginia Tech)

  • Thong Ngee Goh

    () (National University of Singapore)

  • Zhen He

    () (Tianjin University)


Abstract This paper reports a study of the key success factors of what have been recognized as successful service enterprises in China, each considered representative of its respective industry. The grounded theory approach was used to analyze information collected from these enterprises, resulting in the identification of the attributes shared by these enterprises: customer-oriented service, service management, service innovation, and corporate social responsibility. Based on these attributes, a survey was conducted to verify the relationships among these attributes and important outcomes, namely customer satisfaction, perceived service quality, and enterprise reputation. The results of the statistical analysis indicate that the four attributes have positive impacts on service outcomes. The findings are of far-reaching importance in view of the vast potential service markets in China.

Suggested Citation

  • Min Zhang & Biying Jin & G. Alan Wang & Thong Ngee Goh & Zhen He, 2016. "A Study of Key Success Factors of Service Enterprises in China," Journal of Business Ethics, Springer, vol. 134(1), pages 1-14, March.
  • Handle: RePEc:kap:jbuset:v:134:y:2016:i:1:d:10.1007_s10551-014-2074-2
    DOI: 10.1007/s10551-014-2074-2

    Download full text from publisher

    File URL:
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Shangkun Xu & Rudai Yang, 2010. "Indigenous Characteristics of Chinese Corporate Social Responsibility Conceptual Paradigm," Journal of Business Ethics, Springer, vol. 93(2), pages 321-333, May.
    2. Chieh-Peng Lin & Yuan-Hui Tsai & Sheng-Wuu Joe & Chou-Kang Chiu, 2012. "Modeling the Relationship Among Perceived Corporate Citizenship, Firms’ Attractiveness, and Career Success Expectation," Journal of Business Ethics, Springer, vol. 105(1), pages 83-93, January.
    3. Liangrong Zu & Lina Song, 2009. "Determinants of Managerial Values on Corporate Social Responsibility: Evidence from China," Journal of Business Ethics, Springer, vol. 88(1), pages 105-117, April.
    4. Julie Pirsch & Shruti Gupta & Stacy Grau, 2007. "A Framework for Understanding Corporate Social Responsibility Programs as a Continuum: An Exploratory Study," Journal of Business Ethics, Springer, vol. 70(2), pages 125-140, January.
    5. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
    6. Guido Berens & Cees Riel & Johan Rekom, 2007. "The CSR-Quality Trade-Off: When can Corporate Social Responsibility and Corporate Ability Compensate Each Other?," Journal of Business Ethics, Springer, vol. 74(3), pages 233-252, September.
    7. Hongwei He & Yan Li, 2011. "CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality," Journal of Business Ethics, Springer, vol. 100(4), pages 673-688, June.
    8. Bala Ramasamy & Mathew Yeung, 2009. "Chinese Consumers’ Perception of Corporate Social Responsibility (CSR)," Journal of Business Ethics, Springer, vol. 88(1), pages 119-132, April.
    9. Lee, Eun Mi & Park, Seong-Yeon & Rapert, Molly I. & Newman, Christopher L., 2012. "Does perceived consumer fit matter in corporate social responsibility issues?," Journal of Business Research, Elsevier, vol. 65(11), pages 1558-1564.
    10. C. Bhattacharya & Daniel Korschun & Sankar Sen, 2009. "Strengthening Stakeholder–Company Relationships Through Mutually Beneficial Corporate Social Responsibility Initiatives," Journal of Business Ethics, Springer, vol. 85(2), pages 257-272, April.
    11. Peter Rodriguez & Donald S Siegel & Amy Hillman & Lorraine Eden, 2006. "Three lenses on the multinational enterprise: politics, corruption, and corporate social responsibility," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 37(6), pages 733-746, November.
    12. Stephen J. Brammer & Stephen Pavelin, 2006. "Corporate Reputation and Social Performance: The Importance of Fit," Journal of Management Studies, Wiley Blackwell, vol. 43(3), pages 435-455, May.
    13. Duygu Turker, 2009. "Measuring Corporate Social Responsibility: A Scale Development Study," Journal of Business Ethics, Springer, vol. 85(4), pages 411-427, April.
    14. Miao, Zhaowei & Cai, Shun & Xu, Di, 2012. "Exploring the antecedents of logistics social responsibility: A focus on Chinese firms," International Journal of Production Economics, Elsevier, vol. 140(1), pages 18-27.
    15. Ueltschy, Linda C. & Laroche, Michel & Zhang, Man & Cho, Hyuksoo & Yingwei, Ren, 2009. "Is there really an Asian connection? Professional service quality perceptions and customer satisfaction," Journal of Business Research, Elsevier, vol. 62(10), pages 972-979, October.
    16. Hua Chen & Haibin Zhang, 2009. "Two-way communication strategy on CSR information in China," Social Responsibility Journal, Emerald Group Publishing, vol. 5(4), pages 440-449, October.
    17. Jeremy Moon & Xi Shen, 2010. "CSR in China Research: Salience, Focus and Nature," Journal of Business Ethics, Springer, vol. 94(4), pages 613-629, July.
    18. Larissa von Alberti-Alhtaybat & Khaldoon Al-Htaybat, 2010. "Qualitative accounting research: an account of Glaser's grounded theory," Qualitative Research in Accounting & Management, Emerald Group Publishing, vol. 7(2), pages 208-226, June.
    19. William Shafer & Kyoko Fukukawa & Grace Lee, 2007. "Values and the Perceived Importance of Ethics and Social Responsibility: The U.S. versus China," Journal of Business Ethics, Springer, vol. 70(3), pages 265-284, February.
    20. Chi-Shiun Lai & Chih-Jen Chiu & Chin-Fang Yang & Da-Chang Pai, 2010. "The Effects of Corporate Social Responsibility on Brand Performance: The Mediating Effect of Industrial Brand Equity and Corporate Reputation," Journal of Business Ethics, Springer, vol. 95(3), pages 457-469, September.
    21. Juelin Yin & Yuli Zhang, 2012. "Institutional Dynamics and Corporate Social Responsibility (CSR) in an Emerging Country Context: Evidence from China," Journal of Business Ethics, Springer, vol. 111(2), pages 301-316, December.
    22. Faïz Gallouj, 1997. "Towards a neo-Schumpeterian theory of innovation in services?," Science and Public Policy, Oxford University Press, vol. 24(6), pages 405-420, December.
    23. Ran Zhang & Zabihollah Rezaee & Jigao Zhu, 2010. "Corporate Philanthropic Disaster Response and Ownership Type: Evidence from Chinese Firms’ Response to the Sichuan Earthquake," Journal of Business Ethics, Springer, vol. 91(1), pages 51-63, January.
    24. Walsh, Gianfranco & Bartikowski, Boris, 2013. "Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally," Journal of Business Research, Elsevier, vol. 66(8), pages 989-995.
    25. Joyce Tsoi, 2010. "Stakeholders’ Perceptions and Future Scenarios to Improve Corporate Social Responsibility in Hong Kong and Mainland China," Journal of Business Ethics, Springer, vol. 91(3), pages 391-404, February.
    26. Chen, Fang-Yuan & Chang, Yu-Hern & Lin, Yi-Hsin, 2012. "Customer perceptions of airline social responsibility and its effect on loyalty," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 49-51.
    Full references (including those not matched with items on IDEAS)


    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:kap:jbuset:v:134:y:2016:i:1:d:10.1007_s10551-014-2074-2. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Sonal Shukla) or (Rebekah McClure). General contact details of provider: .

    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 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.