Systematic Literature Review: “Service Innovation And Customer Experience”
Keywords:
Service Innovation , customer experience, Systematic Literature Review
Abstract
In today's competitive business environment, customer experience has become an increasingly important factor in determining the success of a business. As a result, businesses are constantly looking for ways to improve the experience of their customers through service innovation. Service innovation refers to the development and implementation of new or improved services that better meet the needs and wants of customers. The objective of service innovation is to provide a unique and differentiated customer experience that sets a business apart from its competitors.
Although the importance of service innovation in improving customer experience is widely recognized, there is a lack of clarity on how service innovation can be effectively implemented to enhance customer experience. This systematic literature review (SLR) aims to fill this gap by synthesizing existing research on service innovation and its impact on customer experience.
References
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Baker, W. E., & Sinkula, J. M. (2002). Market orientation, learning orientation and product innovation: delving into the organization’s black box. Journal of Market-Focused Management, 5(1), 5.
Boon Liat, C., Nikhashemi, S. R., & Dent, M. M. (2020). The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity. Journal of Islamic Marketing, 12(9), 1887–1929.
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Capriello, A., & Riboldazzi, S. (2021). Exploring service innovation in a network of travel agencies: The Robintur case. Journal of Hospitality and Tourism Technology, 12(1), 58–71.
Chang, J.-I., & Lee, C.-Y. (2020). The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility. Journal of Asia Business Studies, 14(3), 341–360.
Cingöz, A., & Akdoğan, A. A. (2013). Strategic flexibility, environmental dynamism, and innovation performance: An empirical study. Procedia-Social and Behavioral Sciences, 99, 582–589.
Cripps, H., Singh, A., Mejtoft, T., & Salo, J. (2020). The use of Twitter for innovation in business markets. Marketing Intelligence & Planning, 38(5), 587–601.
Domeher, D., Frimpong, J. M., & Appiah, T. (2014). Adoption of financial innovation in the Ghanaian banking industry. African Review of Economics and Finance, 6(2), 88–114.
Dotzel, T., & Shankar, V. (2019). The relative effects of business-to-business (vs. business-to-consumer) service innovations on firm value and firm risk: An empirical analysis. Journal of Marketing, 83(5), 133–152.
Greco, M., Grimaldi, M., & Cricelli, L. (2015). Open innovation actions and innovation performance: A literature review of European empirical evidence. European Journal of Innovation Management, 18(2), 150–171.
Gürol, Y., & Atsan, N. (2006). Entrepreneurial characteristics amongst university students: Some insights for entrepreneurship education and training in Turkey. Education+ Training.
Johne, A., & Storey, C. (1998). New service development: a review of the literature and annotated bibliography. European Journal of Marketing, 32(3/4), 184–251.
Kim, K. H., Ko, E., Kim, S. J., & Jiang, Q. (2021). Digital service innovation, customer engagement, and customer equity in AR marketing. Journal of Global Scholars of Marketing Science, 31(3), 453–466.
Kim, W. C., & Mauborgne, R. (2014). Blue ocean strategy, expanded edition: How to create uncontested market space and make the competition irrelevant. Harvard business review Press.
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing management: an Asian perspective. Pearson London.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2018). Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness. Journal of Services Marketing, 32(1), 70–82.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
Miles, R. E., Snow, C. C., Meyer, A. D., & Coleman Jr, H. J. (1978). Organizational strategy, structure, and process. Academy of Management Review, 3(3), 546–562.
Miller, D. (1983). The correlates of entrepreneurship in three types of firms. Management Science, 29(7), 770–791.
Nittala, S. S. S., Bharadwaj, S. S., Tripathi, S. S., & Seif, H. (2022). Service innovation enabled by Internet of Things and cloud computing–a service-dominant logic perspective. Technology Analysis & Strategic Management, 34(4), 433–446.
Peng, Y., & Li, J. (2021). The effect of customer education on service innovation satisfaction: The mediating role of customer participation. Journal of Hospitality and Tourism Management, 47, 326–334.
Prahalad, C.-H., & Hamel, G. (1990). G.(1990).-“The Core Competence of the Corporation.” Harvard Business Review, 68(3), 295–336.
Rogers, E. M. (2003). The innovation-decision process. Diffusion of Innovations, 5, 168–218.
Rothwell, R. (1992). Successful industrial innovation: critical factors for the 1990s. R&d Management, 22(3), 221–240.
Shqipe, G., Gadaf, R., & Veland, R. (2013). Innovation strategies and competitive advantage. Современная Экономика: Проблемы, Тенденции, Перспективы, 8 (1), 10–26.
Tajeddini, K., Trueman, M., & Larsen, G. (2006). Examining the effect of market orientation on innovativeness. Journal of Marketing Management, 22(5–6), 529–551.
Triandini, E., Jayanatha, S., Indrawan, A., Putra, G. W., & Iswara, B. (2019). Metode systematic literature review untuk identifikasi platform dan metode pengembangan sistem informasi di Indonesia. Indonesian Journal of Information Systems, 1(2), 63–77.
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology, 11(3), 529–542.
Tsou, H.-T., & Cheng, C. C. J. (2018). How to enhance IT B2B service innovation? An integrated view of organizational mechanisms. Journal of Business & Industrial Marketing.
Tumbe, C., & Krishnakumar, S. (2018). From bazaar to Big Bazaar: Environmental influences and service innovation in the evolution of retailing in India, c. 1850-2015. Journal of Historical Research in Marketing.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing.
Zomerdijk, L. G., & Voss, C. A. (2010). Service design for experience-centric services. Journal of Service Research, 13(1), 67–82.
Baker, W. E., & Sinkula, J. M. (2002). Market orientation, learning orientation and product innovation: delving into the organization’s black box. Journal of Market-Focused Management, 5(1), 5.
Boon Liat, C., Nikhashemi, S. R., & Dent, M. M. (2020). The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity. Journal of Islamic Marketing, 12(9), 1887–1929.
Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence & Planning, 20(6), 327–335.
Brown, S. L., & Eisenhardt, K. M. (1995). Product development: Past research, present findings, and future directions. Academy of Management Review, 20(2), 343–378.
Capriello, A., & Riboldazzi, S. (2021). Exploring service innovation in a network of travel agencies: The Robintur case. Journal of Hospitality and Tourism Technology, 12(1), 58–71.
Chang, J.-I., & Lee, C.-Y. (2020). The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility. Journal of Asia Business Studies, 14(3), 341–360.
Cingöz, A., & Akdoğan, A. A. (2013). Strategic flexibility, environmental dynamism, and innovation performance: An empirical study. Procedia-Social and Behavioral Sciences, 99, 582–589.
Cripps, H., Singh, A., Mejtoft, T., & Salo, J. (2020). The use of Twitter for innovation in business markets. Marketing Intelligence & Planning, 38(5), 587–601.
Domeher, D., Frimpong, J. M., & Appiah, T. (2014). Adoption of financial innovation in the Ghanaian banking industry. African Review of Economics and Finance, 6(2), 88–114.
Dotzel, T., & Shankar, V. (2019). The relative effects of business-to-business (vs. business-to-consumer) service innovations on firm value and firm risk: An empirical analysis. Journal of Marketing, 83(5), 133–152.
Greco, M., Grimaldi, M., & Cricelli, L. (2015). Open innovation actions and innovation performance: A literature review of European empirical evidence. European Journal of Innovation Management, 18(2), 150–171.
Gürol, Y., & Atsan, N. (2006). Entrepreneurial characteristics amongst university students: Some insights for entrepreneurship education and training in Turkey. Education+ Training.
Johne, A., & Storey, C. (1998). New service development: a review of the literature and annotated bibliography. European Journal of Marketing, 32(3/4), 184–251.
Kim, K. H., Ko, E., Kim, S. J., & Jiang, Q. (2021). Digital service innovation, customer engagement, and customer equity in AR marketing. Journal of Global Scholars of Marketing Science, 31(3), 453–466.
Kim, W. C., & Mauborgne, R. (2014). Blue ocean strategy, expanded edition: How to create uncontested market space and make the competition irrelevant. Harvard business review Press.
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. (2018). Marketing management: an Asian perspective. Pearson London.
Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2018). Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness. Journal of Services Marketing, 32(1), 70–82.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
Miles, R. E., Snow, C. C., Meyer, A. D., & Coleman Jr, H. J. (1978). Organizational strategy, structure, and process. Academy of Management Review, 3(3), 546–562.
Miller, D. (1983). The correlates of entrepreneurship in three types of firms. Management Science, 29(7), 770–791.
Nittala, S. S. S., Bharadwaj, S. S., Tripathi, S. S., & Seif, H. (2022). Service innovation enabled by Internet of Things and cloud computing–a service-dominant logic perspective. Technology Analysis & Strategic Management, 34(4), 433–446.
Peng, Y., & Li, J. (2021). The effect of customer education on service innovation satisfaction: The mediating role of customer participation. Journal of Hospitality and Tourism Management, 47, 326–334.
Prahalad, C.-H., & Hamel, G. (1990). G.(1990).-“The Core Competence of the Corporation.” Harvard Business Review, 68(3), 295–336.
Rogers, E. M. (2003). The innovation-decision process. Diffusion of Innovations, 5, 168–218.
Rothwell, R. (1992). Successful industrial innovation: critical factors for the 1990s. R&d Management, 22(3), 221–240.
Shqipe, G., Gadaf, R., & Veland, R. (2013). Innovation strategies and competitive advantage. Современная Экономика: Проблемы, Тенденции, Перспективы, 8 (1), 10–26.
Tajeddini, K., Trueman, M., & Larsen, G. (2006). Examining the effect of market orientation on innovativeness. Journal of Marketing Management, 22(5–6), 529–551.
Triandini, E., Jayanatha, S., Indrawan, A., Putra, G. W., & Iswara, B. (2019). Metode systematic literature review untuk identifikasi platform dan metode pengembangan sistem informasi di Indonesia. Indonesian Journal of Information Systems, 1(2), 63–77.
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology, 11(3), 529–542.
Tsou, H.-T., & Cheng, C. C. J. (2018). How to enhance IT B2B service innovation? An integrated view of organizational mechanisms. Journal of Business & Industrial Marketing.
Tumbe, C., & Krishnakumar, S. (2018). From bazaar to Big Bazaar: Environmental influences and service innovation in the evolution of retailing in India, c. 1850-2015. Journal of Historical Research in Marketing.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing.
Zomerdijk, L. G., & Voss, C. A. (2010). Service design for experience-centric services. Journal of Service Research, 13(1), 67–82.
Published
2023-05-09
How to Cite
M. Dayat, Sudarmiatin Sudarmiatin, Budi Eko Soetjipto, & Cipto Wardoyo. (2023). Systematic Literature Review: “Service Innovation And Customer Experience”. Jurnal Bintang Manajemen, 1(2), 66-83. https://doi.org/10.55606/jubima.v1i2.1383
Section
Articles
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