WSEAS Transactions on Business and Economics
Print ISSN: 1109-9526, E-ISSN: 2224-2899
Volume 14, 2017
Study on Effect of Internal Interdepartmental Integration on Customer Loyalty: Using Service Innovation as an Mediator
Author: Tzu-Jung Wu
Abstract: Under the advancement of technology and change of environment, enterprises should comply with environmental trends, integrate internal and external resources and competence, adopt “immediate innovation” and knowledge flow in organizations, complementary competence and immediate and smooth communication with customers in order to allow organizations to acquire external knowledge and improve innovative development to maintain sustainable competitive advantages. However, current research only focuses on organizations or consumers’ behavior instead of the combination between organizational study with consumers’ behavior. This study attempts to explore effect of Internal Interdepartmental Integration on service innovation and customer loyalty. However, for the enterprises, it is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between “Interdepartmental Integration”, “Service Innovation” and “Customer Loyalty”, according to the analysis results, the relationship between “interdepartmental integration and service innovation” and “service innovation and customer loyalty” has a low positive correlation and it reaches significant level; it shows the relationship between “interdepartmental interaction and progressive innovation” and “interdepartmental collaboration and fundamental innovation” is significant
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Keywords: Internal Interdepartmental Integration, service innovation, customer loyalty
Pages: 28-37
WSEAS Transactions on Business and Economics, ISSN / E-ISSN: 1109-9526 / 2224-2899, Volume 14, 2017, Art. #4