A Study of Key Success Factors of Service Enterprises in China
Min Zhang, Biying Jin, G. Alan Wang, Thong Ngee Goh, Zhen He
Journal of Business Ethics · 2016 · Volume 134 · Issue 1
DOI: 10.1007/s10551-014-2074-2
Abstract
This paper reports a study of the key success factors of what have been recognized as successful service enterprises in China, each considered representative of its respective industry. The grounded theory approach was used to analyze information collected from these enterprises, resulting in the identification of the attributes shared by these enterprises: customer-oriented service, service management, service innovation, and corporate social responsibility. Based on these attributes, a survey was conducted to verify the relationships among these attributes and important outcomes, namely customer satisfaction, perceived service quality, and enterprise reputation. The results of the statistical analysis indicate that the four attributes have positive impacts on service outcomes. The findings are of far-reaching importance in view of the vast potential service markets in China.
Keywords
Service quality, Grounded theory, Service management, Service innovation, Corporate social responsibility
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