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The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b

Author

Listed:
  • Israel Boxer
  • Gabor Rekettye

Abstract

In a pioneering attempt to integrate the relative impact of rational ('innovation in service') with emotional ('emotional intelligence') dimensions to evaluate the customer's commitment and loyalty to the firm, this research, using two statistical methods, was conducted among the customers and employees of the Logistic Solutions Company in order to examine the relations between the customers' perception of both emotional intelligence and innovation in the company's services. The findings indicate that the relation between emotional intelligence and innovation increased the perceived value of service in the customers' eyes, leading to higher affective commitment and increased loyalty to the company.

Suggested Citation

  • Israel Boxer & Gabor Rekettye, 2011. "The relation between perceived service innovation, service value, emotional intelligence, customer commitment and loyalty in b2b," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 8(2), pages 222-256.
    • Handle: RePEc:ids:ijsoma:v:8:y:2011:i:2:p:222-256
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    Citations

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    Cited by:

    1. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
    2. TUNÇ, Tarkan, 2022. "The Impact Of Marketing Innovation On Customer Loyalty: The Mediati̇ng Role Of Brand Image And Customer Satisfaction (A Case Study In Chemical Industry)," Academic Review of Humanities and Social Sciences, Bursa Teknik Üniversitesi, vol. 5(2), pages 130-155.
    3. Jayasinghe, J, H. E. & Dilara, W. M. T. & Rodrigo, M. Y. N. & Jayasekara, J. W. C. D & Ilangasekara, A. S. P. & Ilangasekara, S. D., 2021. "Evaluating Dimensions of Customer Loyalty in B2C Market of Freight Forwarding Firms in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(12), pages 881-891, December.
    4. Palanisamy Ganesan & Manohar Sridhar, 2016. "Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 77-101, February.

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