Abstract
Abstract. In this conceptual paper, we argue that service innovation can generate positive impacts on post-purchase behavior only when customer’s perceived values of the product/service increases. That is, perceived value is a mediating, necessary condition for service innovation’s consequences in consumer behavior. Theoretical and practical implications are offered.
Keywords. Service innovation, Value perception, Repurchase.
JEL. M30, M31, M32, L84.
References
Bolton, R.N. (1997). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing Science, 17(1), 45-65. doi. 10.1287/mksc.17.1.45
Cronin, J.J.Jr., Brady, M.K., & Hult, T.G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. doi. 10.1016/S0022-4359(00)00028-2
Day, R.L., & Landon, E.L.Jr (1977), Towards a theory of consumer complaining behavior, in A. Woodside, J. Sheth, & P. Bennett, (Eds), Consumer and Industrial Buying Behavior, North Holland Publishing Company, Amsterdam.
Den Hertog, P. (2000). Knowledge-intensive business services as co-producers of innovation. International Journal of Innovation Management, 4(4), 491-528. doi. 10.1142/S136391960000024X
Drucker, P.F. (1986). Innovation and Entrepreneurship: Practice and Principles. Heinemann, London. FreePress.
Drucker, P.F. (1998). Peter Drucker on the Profession of Management, Boston, Mass: Harvard Business School.
Hipp, C., Tether, B., & Miles A. (2000). The incidence and effects of innovation in services: Evidence from Germany. International Journal of Innovation Management, 4(4), 417-453. doi. 10.1142/S1363919600000226
Johnson, S.P., Menor, A.V. & Chas, R.B. (2000). Acritical evaluation of the new service development process: integrating service innovation and service design, In J.A. Fitzsinnons, & M.J. Fitzsinnoms (Eds.), New Service Development- Creating Memorable Experience. (pp.1-32), Thousand Oaks, CA: Sage Publications.
Kim, W.C., & Mauborgne, R. (1999). Strategy, value innovation, and the Knowledge Economy, 40(3), 41-54.
Kotler, P. (1973). Atmospherics as a marketing tool, Journal of Retailing, 49(4), 48-64.
Kotler, P. (2000). Marketing Management, Millennium Edition. Prentice Hall.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1996). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(4), 41-50. doi. 10.2307/1251430
Peters, T., & Waterman, R. (1982). In Search of Excellence. New York: Harper and Row.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30. doi. 10.1108/03090569610106626
Tax, S.S., & Stuart, I. (1997). Designing and implementing new services: The challenges of integrating service systems. Journal of Retailing, 73(1), 105-134. doi. 10.1016/S0022-4359(97)90017-8
Woodruff, R.B. (1997). Customer value: The next source for competitive advantage, Journal of the Academy of Marketing Science, 25(2), 139-153. doi. 10.1007/BF02894350
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence, Journal of Marketing, 52(3), 2-22. doi. 10.2307/1251446
