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Performance effects of IT capability, service process innovation, and the mediating role of customer service

✍ Scribed by Ja-Shen Chen; Hung-Tai Tsou

Book ID
113706637
Publisher
Elsevier Science
Year
2012
Tongue
English
Weight
557 KB
Volume
29
Category
Article
ISSN
0923-4748

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## Abstract This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service c