scholarly journals BASF: differentiating on service innovation

2018 ◽  
Vol 21 (5) ◽  
pp. 563-572
Author(s):  
Josiah Ringelberg ◽  
W. Scott Downey ◽  
Brady Spangenberg
Keyword(s):  
Customer Satisfaction ◽  
Product Differentiation ◽  
Distribution System ◽  
Crop Protection ◽  
Service Innovation ◽  
Tiered System ◽  
User Demand ◽  
Multiple Challenges ◽  
Product Sales

BASF is one of the leading companies in crop protection products. As with all of their competitors, BASF distributes their products to famers through a retailer in what is known as a three-tiered system. All manufacturers face similar challenges with this distribution system: to create user demand and to ensure product differentiation is conveyed by distributors and retailers. To help bridge the gap between chemical manufacturers and farmers, BASF has created the role of innovation specialist, a person who works to connect with both retailers and farmers. The goal is not only to help farmers increase efficiency and output, but also to grow the industry. BASF faces multiple challenges, including farmer skepticism and conflict with retailers. Despite these challenges, BASF has increased product sales and customer satisfaction, which is attributed to their use of innovation specialists.

Exploring service innovation and value creation: The critical role of network relationships

2017 ◽  
Vol 25 (1) ◽  
pp. 4-25 ◽  
Author(s):  
Yung-Chang Hsiao
Keyword(s):  
Customer Satisfaction ◽  
Critical Role ◽  
Information Service ◽  
Service Innovation ◽  
Theoretical Development ◽  
Future Research ◽  
Bootstrap Analysis ◽  
Mediating Role ◽  
Managerial Implications

AbstractThis study examines the role of service innovation, including service process, Information Technology infrastructure and customer acuity, on customer satisfaction from the network relationships perspective. This study tests the hypotheses in a sample of 136 companies, which is drawn from top 5,000 Taiwanese firms listed in the 2015 yearbook published by the China Credit Information Service Incorporation. The results indicate that service innovation is positively related to network relationships, and that network relationships have a positive effect on customer satisfaction. Also, the results provide evidence that network relationships play a mediating role between service innovation and customer satisfaction. The findings of this study contribute to the theoretical development of a conceptual model for explaining the interrelationships among service innovation, network relationships, and customer satisfaction. The empirical evidence of the Sobel test, in line with Baron and Kenny’s procedure and bootstrap analysis supports the process-oriented view and indicates that network relationships mediate the effect of service innovation on customer satisfaction. Finally, this study discusses managerial implications and highlights future research directions.

Impact of Service Innovation on Customer Satisfaction: An Evidence from Pakistani Banking Industry

2019 ◽  
Vol 5 (2) ◽  
pp. 125-140 ◽  
Author(s):  
Rimsha Kanwal ◽  
Salman Yousaf
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Banking Sector ◽  
Banking Industry ◽  
Service Innovation ◽  
Moderation Effect ◽  
Expectation Disconfirmation ◽  
The Relationship ◽  
Moderating Role

The purpose of this study is to appraise the linkage between service innovation (SI), customer value creation (CVC), and customer satisfaction (CS) with a specific focus on the Pakistani banking sector. In addition, the study evaluates the moderating role of brand equity (BE) fit between SI and CS. A survey is conducted on 250 customers from commercial banks in Pakistan and scales were acquired from past literature. The study showed that CVC mediates the relationship between SI and CS. Therefore, SI must create value for their customers in order to enhance CS. Moreover, BE has a partial positive moderation effect on the relationship bewteen SI and CS. By relating to the findings, managers of firms should focus on SI that adds to or create holistic value for their customers, which ultimately increase the CS level. This study relies on two theories, which include signaling theory and expectation disconfirmation theory to explain how SI in Pakistani banking sector creates customer value which achieves CS. The other uniqueness of the study is that it will be helpful for researchers by giving baseline regarding BE effect as a moderator between SI and CS in Pakistani banking industry.

Service Innovation for Customer Engagement in the Italian Banking Sector

2019 ◽  
pp. 62-87 ◽  
Author(s):  
Vincenzo Formisano ◽  
Ylenia Cavacece ◽  
Maria Fedele ◽  
Andrea Moretta Tartaglione ◽  
Alex Douglas
Keyword(s):  
Customer Satisfaction ◽  
Business Models ◽  
Banking Sector ◽  
New Technologies ◽  
Service Innovation ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Kano Model ◽  
Personalized Services

The financial crisis of 2008 produced various effects on banks compelled to rethink their business models, especially for better customer relationship management following the general climate of distrust among consumers towards financial institutions. In this context, understanding how to both satisfy and engage customers has become very important. The aim of this chapter is to investigate the role of service innovation in customer engagement in the banking sector. This chapter analyzes the effects of innovative services on customer satisfaction through the study of an Italian people's bank and the application of the Kano model. The results allow identifying those services that should be improved, as they are able to increase customer satisfaction and stimulate customer engagement. For practitioners, this chapter provides evidences on how new technologies allow banks to offer high quality and personalized services through which it is possible to improve the experience of customers and their relationship with the bank.

scholarly journals ROLE OF MARKETING LOGISTICS IN ORGANIZATION OF A COM- PETITIVE SALES SYSTEM OF THE ENTERPRISE

2021 ◽  
pp. 4-9
Author(s):  
L.Yu. Alexandrova
Keyword(s):  
Distribution System ◽  
Corporate Strategy ◽  
Economic Effect ◽  
Distribution Channel ◽  
Competitive Advantages ◽  
Joint Application ◽  
Information And Communication ◽  
Product Sales ◽  
And Storage

In modern conditions of tougher competition, sales are an important link in the development of communication between the enterprise and consumers. The article reveals the essence and elements of the product sales system. The relevance and tasks of its organization are indicated. The necessity of integration of marketing and logistics, the need for joint application of their methods and approaches in the process of organizing the sales system of an enterprise has been substantiated. The main attention is paid to the disclosure of the essence of marketing logistics as a tool for ensuring sustainable competitive positions of the distribution system, its functions, place and role in the formation of a competitive sales system of the enterprise are determined. It was revealed that its organization fits into the corporate strategy, and this allows making economically sound decisions regarding the modification or preservation of the existing existing distribution channel and the choice of the optimal distribution channel based on the principles of marketing logistics. The synergistic economic effect of marketing logistics in the field of organizing the sales system is manifested in the implementation of its functions: analytical and forecasting, transport and storage, information and communication, service and distribution and coordination. Increasing the role, using the strategic potential of marketing logistics is a condition for the implementation and development of the integral competitive potential of an enterprise and the competitive advantages of its sales system.

scholarly journals SERVICE INNOVATION AND ORGANISATIONAL PERFORMANCE: MEDIATING ROLE OF CUSTOMER SATISFACTION

2020 ◽  
Vol 2 (3) ◽  
pp. 97-108
Author(s):  
Masud Ibrahim ◽  
Kong Yusheng
Keyword(s):  
Customer Satisfaction ◽  
Organizational Performance ◽  
Significant Relationship ◽  
Service Innovation ◽  
Organisational Performance ◽  
Mediating Role ◽  
Research Findings ◽  
The Relationship ◽  
Structured Questionnaire

Innovation plays a key role in the success of businesses the world over. The purpose for this study is to explore the mediating role of job customer satisfaction in the relationship between service innovation and organisational performance. Data for the study was obtained from 450 commercial bank customers in Ghana using structured questionnaire. The PLS-SEM was the main analytical tool used to analyse the research findings via AMOS 22. Findings from this study revealed a positive and significant relationship between service innovation and organizational performance. Additionally, the study revealed that customer satisfaction was found to have positive and significant effect on organisational performance. However, there was no significant relationship between service innovation and customer satisfaction in this study. The study contributes to existing literature on service innovation from a developing country context. The implications for the study are also discussed.

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