Service innovation: Building a sustainable competitive advantage in higher education
The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitiv...
| Main Authors: | , , , |
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| Format: | Article |
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Inderscience Enterprise
2019
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| Online Access: | http://eprints.sunway.edu.my/1864/ |
| _version_ | 1848802151923449856 |
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| author | Cheng, Boon Liat * Cham, Tat Huei Dent, Michael M * Lee, T. H. |
| author_facet | Cheng, Boon Liat * Cham, Tat Huei Dent, Michael M * Lee, T. H. |
| author_sort | Cheng, Boon Liat * |
| building | SU Institutional Repository |
| collection | Online Access |
| description | The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitive edge. Therefore, the study examines the impact of service innovation on student satisfaction, and the extent to which this level of satisfaction can be translated to perceived institutional image and loyalty. The mediation effect of the institutional image is also addressed. Data was collected from 400 respondents and were analysed using structural equation modelling. All factors in service innovation (i.e., product, process, organisational and marketing innovations) have a significant effect on student satisfaction, which positively relates to perceived institutional image and loyalty. Institutional image also mediates the relationship between student satisfaction and loyalty. Implications of the findings and limitations of the study are then discussed. |
| first_indexed | 2025-11-14T21:18:48Z |
| format | Article |
| id | sunway-1864 |
| institution | Sunway University |
| institution_category | Local University |
| last_indexed | 2025-11-14T21:18:48Z |
| publishDate | 2019 |
| publisher | Inderscience Enterprise |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-18642021-10-18T04:08:05Z http://eprints.sunway.edu.my/1864/ Service innovation: Building a sustainable competitive advantage in higher education Cheng, Boon Liat * Cham, Tat Huei Dent, Michael M * Lee, T. H. LB2300 Higher Education The increasing pace of globalisation requires organisations to be innovative in their service provision to remain competitive in their industry. Higher education is one of the examples. Service innovation plays a critical role in helping universities to sustain their operations and gain a competitive edge. Therefore, the study examines the impact of service innovation on student satisfaction, and the extent to which this level of satisfaction can be translated to perceived institutional image and loyalty. The mediation effect of the institutional image is also addressed. Data was collected from 400 respondents and were analysed using structural equation modelling. All factors in service innovation (i.e., product, process, organisational and marketing innovations) have a significant effect on student satisfaction, which positively relates to perceived institutional image and loyalty. Institutional image also mediates the relationship between student satisfaction and loyalty. Implications of the findings and limitations of the study are then discussed. Inderscience Enterprise 2019 Article PeerReviewed Cheng, Boon Liat * and Cham, Tat Huei and Dent, Michael M * and Lee, T. H. (2019) Service innovation: Building a sustainable competitive advantage in higher education. International Journal of Services, Economics and Management, 10 (4). p. 289. ISSN 1753-0822 http://doi.org/10.1504/IJSEM.2019.105014 doi:10.1504/IJSEM.2019.105014 |
| spellingShingle | LB2300 Higher Education Cheng, Boon Liat * Cham, Tat Huei Dent, Michael M * Lee, T. H. Service innovation: Building a sustainable competitive advantage in higher education |
| title | Service innovation: Building a sustainable competitive advantage in higher education |
| title_full | Service innovation: Building a sustainable competitive advantage in higher education |
| title_fullStr | Service innovation: Building a sustainable competitive advantage in higher education |
| title_full_unstemmed | Service innovation: Building a sustainable competitive advantage in higher education |
| title_short | Service innovation: Building a sustainable competitive advantage in higher education |
| title_sort | service innovation: building a sustainable competitive advantage in higher education |
| topic | LB2300 Higher Education |
| url | http://eprints.sunway.edu.my/1864/ http://eprints.sunway.edu.my/1864/ http://eprints.sunway.edu.my/1864/ |