Do consumers discern innovations in service elements?

Journal of Services Marketing

Volumn 22, Issue 5, 2008, Pages 338-352

  Zolfagharian, Mohammadali ^a   Paswan, Audhesh ^a  

^a UNIVERSITY OF TEXAS PAN AMERICAN   (United States)

Author keywords

Credit cards; Debts; Decision trees; Private ownership; Singapore; User studies

Indexed keywords

EID: 50449092165     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040810889111     Document Type: Article

References (110)

1. Aaker, J.L. (1997), “Dimensions of brand personality”, Journal of Consumer Research, Vol. 34 No. 3, pp. 347-56.
2. Ajzen, I. and Madden, T.J. (1986), “Prediction of goal-directed behavior: attitudes, intentions, and perceived behavioral control”, Journal of Experimental Social Psychology, Vol. 22 No. 5, pp. 453-74.
3. Alam, I. and Perry, C. (2002), “A customer-oriented new services development process”, Journal of Services Management, Vol. 16 No. 6, pp. 515-34.
4. Aranda, D.A. and Fernandez, L.M.M. (2002), “Determinants of innovation through a knowledge-based theory lens”, Industrial Management+Data Systems, Vol. 102 Nos 5 / 6, pp. 289-96.
5. Armitage, C.J. and Conner, M. (2001), “Efficacy of the theory of planned behavior: a meta-analytic approach”, British Journal of Social Psychology, Vol. 40 No. 4, pp. 471-99.
6. Atuahene-Gima, K. (1995), “An exploratory analysis of the impact of market orientation on new product performance: a contingency approach”, Journal of Product Innovation Management, Vol. 12 No. 4, pp. 275-93.
7. Averill, J.R. (1973), “Personal control over aversive stimuli and its relationship to stress”, Psychological Bulletin, Vol. 80 No. 4, pp. 286-303.
8. Avlonitis, G.J., Papastathaopoulou, P.G. and Gounaris, S.P. (2001), “An empirically-based typology of product innovativeness for new financial services: success and failure scenarios”, Journal of Product Innovation Management, Vol. 18 No. 5, pp. 324-42.
9. Bagozzi, R.P. (1994), Advanced Methods of Marketing Research, Blackwell, Oxford.
10. Bagozzi, R.P. and Heatherton, T.F. (1994), “A general approach to representing multifaceted personality constructs: application to state self-esteem”, Structural Equation Modeling, Vol. 1 No. 1, pp. 35-67.
11. Bagozzi, R.P. and Lee, K.H. (1999), “Consumer resistance to, and acceptance of, innovations”, Advances in Consumer Research, Vol. 26, pp. 218-25.
12. Bauer, R.A. (1967), “Consumer behavior as risk taking”, in Ed. Cox, D.F. (Ed.), Risk Taking and Information Handling in Consumer Behavior, Harvard University Press, Boston, MA, pp. 23-33.
13. Bentler, P.M. (1990), “Comparative fit indexes in structural models”, Psychological Bulletin, Vol. 107 No. 2, pp. 238-46.
14. Bentler, P.M. and Bonett, D.G. (1980), “Significance tests and goodness-of-fit in the analysis of covariance structure”, Psychological Bulletin, Vol. 88 No. 4, pp. 588-606.
15. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54 No. 2, pp. 69-82.
16. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56 No. 2, pp. 57-71.
17. Blazevic, V. and Lievens, A. (2002), “Learning during the new financial service innovation process: antecedents and performance effects”, Journal of Business Research, Vol. 57 No. 4, pp. 374-91.
18. Bolton, R.N., Smith, A.K. and Wagner, J. (2003), “Striking the right balance: designing service to enhance business-to-business relationships”, Journal of Service Research, Vol. 5 No. 4, pp. 271-90.
19. Booz Allen Hamilton (1982), New Product Management for the 1980s, Booz Allen Hamilton, New York, NY.
20. Bowers, K.S. (1968), “Pain, anxiety, and perceived control”, Journal of Consulting and Clinical Psychology, Vol. 32, pp. 596-602.
21. Bowers, M.R. (1989), “Developing new services: improving the process makes it better”, Journal of Service Marketing, Vol. 3 No. 1, pp. 15-20.
22. de Brentani, U. (2001), “Innovative versus incremental new business services: different keys for achieving success”, Journal of Product Innovation Management, Vol. 18 No. 3, pp. 169-87.
23. Brown, S.L. and Eisenhardt, K.M. (1995), “Product development: past research, present findings, and future directions”, Academy of Management Review, Vol. 20 No. 2, pp. 343-83.
24. Campbell, D.T. and Stanley, J.C. (1966), Experimental and Quasi-Experimental Designs for Research, Houghton Mifflin, Boston, MA.
25. Churchill, G.A. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
26. Cooper, R.G. (1979), “The dimensions of industrial new product success and failure”, Journal of Marketing, Vol. 43 No. 3, pp. 93-103.
27. Cooper, R.G. (2001), Winning at New Products: Accelerating the Process from Idea to Launch, 3rd ed., Perseus Publishing, New York, NY.
28. Cooper, R.G. and de Brentani, U. (1991), “New industrial financial services: what distinguishes the winners”, Journal of Product Innovation Management, Vol. 8 No. 2, pp. 75-90.
29. Cooper, R.G. and Kleinschmidt, E.J. (1987), “New products: what separates winners from losers”, Journal of Product Innovation Management, Vol. 4 No. 3, pp. 169-84.
30. Crawford, C.M. (1991), New Products Management, 3rd ed., Irwin, Homewood, IL.
31. Crosby, L.A., Johnson, S.L. and Winslow, K.D. (2003), “Innovation: not for the fainthearted”, Marketing Management, Vol. 12 No. 2, pp. 10-11.
32. Damanpour, F. (1988), “Innovation type, radicalness, and the adoption process”, Communication Research, Vol. 15 No. 5, pp. 545-68.
33. Enis, B.M. and Roering, K.J. (1981), “Services marketing: different products, similar strategies”, in Ed. Donnelly, J.H. and Ed. George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.
34. Ettlie, J.E. and Rubenstein, A.H. (1987), “Firm size and product innovation”, Journal of Product Innovation Management, Vol. 4 No. 2, pp. 89-108.
35. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
36. Freeman, C. (1991), “The nature of innovation and the evolution of the productive system”, Technology and Productivity: The Challenge for Economic Policy, Organisation for Economic Co-operation and Development, Paris, pp. 303-14.
37. Froehle, C.M., Roth, A.V., Chase, R.B. and Voss, C.A. (2000), “Antecedents of new service development effectiveness: an exploratory examination of strategic operations choices”, Journal of Service Research, Vol. 3 No. 1, pp. 3-17.
38. Garcia, R. and Calantone, R. (2002), “A critical look at technological innovation typology and innovativeness terminology: a literature review”, Journal of Product Innovation Management, Vol. 19 No. 2, pp. 110-32.
39. Gatignon, H. and Robertson, T.S. (1991), “Innovative decision processes”, in Ed. Robertson, T.S. and Ed. Kassarjian, H.H. (Eds), Handbook of Consumer Behavior, Prentice-Hall, Englewood Cliffs, NJ, pp. 316-48.
40. Grönroos, C. (1990), Service Management and Marketing, D.C. Heath, Lexington, MA.
41. Gummesson, E. (2000), Qualitative Methods in Management Research, Sage Publications, Newbury, CA.
42. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Upper Saddle River, NJ.
43. Harris, L.C. and Ogbonna, E. (2001), “Exploring service sabotage: the antecedents, types and consequences of frontline, deviant, antiservice behaviors”, Journal of Service Research, Vol. 4 No. 3, pp. 163-83.
44. Henard, D.H. and Szymanski, D.M. (2001), “Why some new products are more successful than others”, Journal of Marketing Research, Vol. 38 No. 3, pp. 362-75.
45. Hirunyawipada, T. and Zolfagharian, M. (2005), “Perceived risk and consumer innovativeness hierarchy: an empirical study of resistance to high technology product adoption”, AMA Winter Conference Proceedings, Vol. 16, pp. 73-74.
46. Hogan, J.E., Lehmann, D.R., Merino, M., Srivastava, R.K., Thomas, J.S. and Verhoef, P.C. (2002), “Linking customer assets to financial performance”, Journal of Service Research, Vol. 5 No. 1, pp. 26-38.
47. Hu, L. and Bentler, P.M. (1999), “Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives”, Structural Equation Modeling, Vol. 6 No. 1, pp. 1-55.
48. Hull, F.M. (2004), “Innovation strategy and the impact of a composite model of service product development on performance”, Journal of Services Research, Vol. 7 No. 2, pp. 167-80.
49. Johne, A. and Storey, C. (1998), “New service development: a review of the literature and annotated bibliography”, European Journal of Marketing, Vol. 32 Nos 3 / 4, pp. 184-251.
50. Jöreskog, K.G. and Sörbom, D. (1989), LISREL 7: A Guide to the Program and Applications, 2nd ed., SPSS, Chicago, IL.
51. Jöreskog, K.G. and Sörbom, D. (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Lawrence Erlbaum Associates, Hillsdale, NJ.
52. Judd, R.C. (1964), “The case for redefining services”, Journal of Marketing, Vol. 28 No. 1, pp. 58-59.
53. Kaiser, H.F. (1974), “Little Jiffy, Mark IV”, Educational and Psychology Measurement, Vol. 34 No. 1, pp. 111-7.
54. Kandampully, J. (2002), “Innovation as the core competency of a service organization: the role of technology, knowledge and networks”, European Journal of Innovation Management, Vol. 5 No. 1, pp. 18-26.
55. Kirkpatrick, D. (2004), “Innovations, organizational change, corporate growth, strategic management”, Fortune, Vol. 150 No. 5, pp. 239-40.
56. Kleijnen, M., de Ruyter, K. and Andreassen, T.W. (2005), “Image congruence and the adoption of service innovation”, Journal of Service Research, Vol. 7 No. 4, pp. 343-59.
57. Kohli, A.K. and Jaworski, B.J. (1990), “Market orientation: the construct, research propositions, and managerial implications”, Journal of Marketing, Vol. 54 No. 2, pp. 1-18.
58. Kotler, P. (1983), Principles of Marketing, Prentice-Hall, Englewood Cliffs, NJ.
59. Kotler, P. (2000), “Innovation strategy and the impact of a composite model of service product development on performance”, Journal of Service Research, Vol. 7 No. 2, pp. 167-80.
60. Kuhn, T. (1970), The Structure of Scientific Revolutions, University of Chicago Press, Chicago, IL.
61. Lambert, Z.V. (1972), “Perceptual patterns, information handling, and innovativeness”, Journal of Marketing Research, Vol. 9 No. 4, pp. 427-31.
62. Langeard, E., Reffait, P. and Eiglier, P. (1986), “Developing new services”, in Ed. Venkatesan, M., Ed. Schmalensee, D. and Ed. Marshall, C. (Eds), Creativity in Services Marketing, American Marketing Association, Chicago, IL.
63. Layton, E. (1977), “Conditions of technological development”, in Ed. Price, D.S. and Ed. Spiegel-Rosing, I.D. (Eds), Science, Technology, and Society, Sage Publications, Beverly Hills, CA.
64. Lee, J. and Allaway, A. (2002), “Effects of personal control on adoption of self-service technology innovations”, Journal of Services Marketing, Vol. 16 No. 6, pp. 553-72.
65. Lopez, L.E. and Roberts, E.B. (2002), “First-mover advantages in regimes of weak appropriability: the case of financial service innovations”, Journal of Business Research, Vol. 55 No. 12, pp. 997-1005.
66. Lovelock, C. (1980), “Towards a classification of services”, in Ed. Lamb, C.W. and Ed. Dunne, P.M. (Eds), Theoretical Developments in Marketing, American Marketing Association, Chicago, IL, pp. 72-76.
67. Lovelock, C. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47 No. 3, pp. 9-20.
68. Lovelock, C. (1990), Federal Express: Quality Improvement Program, IMD Case, Case No. 392-001-1, European Case Clearing House, Cranfield.
69. Lovelock, C. (1996), Services Marketing, 3rd ed., Prentice-Hall, Upper Saddle River, NJ.
70. McCracken, G. (1988), “Lois Roget: curatorial consumer in a modern world”, Culture and Consumption, University Press, Bloomington, IN, pp. 44-56.
71. McDonald, R.P. and Ringo Ho, M.H. (2002), “Principles and practice in reporting structural equation analyses”, Psychological Methods, Vol. 7 No. 1, pp. 64-82.
72. McQuarrie, E.F. (1993), Customer Visits, Sage Publications, Newbury Park, CA.
73. Magnusson, P.R., Matthing, J. and Kristensson, P. (2003), “Managing user involvement in service innovation”, Journal of Service Research, Vol. 6 No. 2, pp. 111-24.
74. Merriam-Webster (2002), Merriam-Webster's College Dictionary, Merriam-Webster, Springfield, MA.
75. Mitchell, T.R. (1985), “An evaluation of the validity of correlational research conducted in organizations”, Academy of Management Review, Vol. 10 No. 2, pp. 192-205.
76. More, R.A. (1982), “Risk factors in accepted and rejected new industrial products”, Industrial Marketing Management, Vol. 11 No. 1, pp. 9-15.
77. Narver, J.C. and Slater, S.F. (1990), “The effect of a market orientation on business profitability”, Journal of Marketing, Vol. 54 No. 4, pp. 20-35.
78. Nunnally, J.C. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
79. Organisation for Economic Co-operation and Development (1991), The Nature of Innovation and the Evolution of the Productive System, Technology and Productivity: The Challenge for Economic Policy, Organisation for Economic Co-operation and Development, Paris, pp. 303-14.
80. Pandya, A.M. and Dholakia, N. (2005), “B2C failures: toward an innovation theory framework”, Journal of Electronic Commerce in Organizations, Vol. 3 No. 2, pp. 68-81.
81. Parasuraman, A. and Varadarajan, P. (1988), “Future strategic emphasis in service versus goods business”, Journal of Services Marketing, Vol. 2 No. 4, pp. 57-66.
82. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perception of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
83. Price, R. and Brodie, R.J. (2001), “Transforming a public service organization from inside out to outside in: the case of Auckland City, New Zealand”, Journal of Service Research, Vol. 4 No. 1, pp. 50-59.
84. Pullman, M.E. and Thompson, G. (2003), “Strategies for integrating capacity with demand in service networks”, Journal of Service Research, Vol. 5 No. 3, pp. 169-83.
85. Raju, P.S. and Lonial, S.C. (2001), “The impact of quality context and market orientation on organizational performance in a service environment”, Journal of Service Research, Vol. 4 No. 2, pp. 140-54.
86. Robertson, T.S. (1971), Innovative Behavior and Communication, Holt, Rhinehart & Winston, New York, NY.
87. Rogers, E.M. (1962), Diffusion of Innovation, The Free Press, New York, NY.
88. Rogers, E.M. and Shoemaker, F.F. (1971), Communication of Innovations, The Free Press, New York, NY.
89. Rosenbaum, M.S. (2005), “The symbolic servicescape: your kind is welcomed here”, Journal of Consumer Behavior, Vol. 4 No. 4, pp. 257-67.
90. Rothwell, R. and Gardiner, P. (1988), “Reinnovation and robust designs: producer and user benefits”, Journal of Marketing Management, Vol. 3 No. 3, pp. 372-87.
91. Salzberger, T. (2000), “Intercultural construct validity in emic and etic research”, AMS Multicultural Marketing Conference Proceedings, Kowloon, Hong Kong.
92. Sasser, W.E., Olsen, R.P. and Wyckoff, D.D. (1978), Management of Service Operations: Text, Cases and Readings, Allyn and Bacon, Boston, MA.
93. Schumpeter, J.A. (1934), The Theory of Economic Development: An Inquiry into Profits, Capital, Credit, Interest, and the Business Cycle, Harvard University Press, Cambridge, MA.
94. Sethi, R., Smith, D.C. and Park, W. (2001), “Cross-functional product development teams, creativity, and the innovativeness of new consumer products”, Journal of Marketing Research, Vol. 38 No. 1, pp. 73-89.
95. Shostack, G.L. (1977), “Breaking free from product marketing”, Journal of Marketing, Vol. 41 No. 2, pp. 73-80.
96. Slater, S.F. and Narver, J.C. (1998), “Customer-led and market-oriented: let's not confuse the two”, Strategic Management Journal, Vol. 19 No. 10, pp. 1001-6.
97. Smith, B.L.R. and Barfield, C.E. (1996), Technology, Brand, and the Economy, The Brookings Institution, Washington, DC.
98. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), “A role theory perspective on dyadic interactions: the service encounter”, Journal of Marketing, Vol. 49 No. 1, pp. 99-111.
99. Song, M.X. and Montoya-Weiss, M.M. (1998), “Critical development activities for really new versus incremental products”, Journal of Product Innovation Management, Vol. 15 No. 2, pp. 124-35.
100. Spake, D.F., Beatty, S.E., Brockman, B.K. and Crutchfield, T.N. (2003), “Consumer comfort in service relationships: measurement and importance”, Journal of Service Research, Vol. 5 No. 4, pp. 316-32.
101. Stevens, G.A. and Burley, J. (2003), “Piloting the rocket of radical innovations”, Research Technology Management, Vol. 46 No. 2, pp. 16-26.
102. Sundbo, J. (1997), “Management of innovation in services”, The Service Industries Journal, Vol. 17 No. 3, pp. 432-55.
103. Szymanski, D.M. and Henard, D.H. (2001), “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
104. Van der Vegt, G.S. and Janssen, O. (2003), “Joint impact of interdependence and group diversity on innovation”, Journal of Management, Vol. 29 No. 5, pp. 729-51.
105. Zaltman, G., Duncan, R. and Holbeck, J. (1973), Innovations and Organizations, Wiley, New York, NY.
106. Zeithaml, V.A. (1981), “How consumer evaluation processes differ between goods and services”, in Ed. Donnelly, J.H. and Ed. George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.
107. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
108. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1985), “Problems and strategies in services marketing”, Journal of Marketing, Vol. 49 No. 2, pp. 33-46.
109. Ziamou, P. (1999), “The effect of the degree of newness of a “really new” product on consumer judgments”, Advances in Consumer Research, Vol. 26, pp. 369-71.
110. Zolfagharian, M. (2004), “Innovation and quality in service sector: a model for consumer perception and evaluation”, AMA Summer Educators' Conference Proceedings, Vol. 15, pp. 109-10.