International Journal of Research Studies in Management
CollabWritive Special Issue
2024 Volume 12 Issue 1
Available Online: 2 March 2024
Author/s:
Guo, Yangang
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
While existing research sheds light on service innovation and technology adoption in general, a critical gap remains in understanding the nuanced dynamics at play within China’s unique service industry landscape. This study addresses this gap by offering a comprehensive investigation into the interplay between company innovation, technology development, and service strategies employed by Chinese service companies. The findings serve not only to advance academic discourse but also to equip service companies with actionable knowledge for navigating the complex terrain of innovation and technological transformation in this rapidly evolving market. The study aimed to examine the company innovation, technology development and service strategies in service companies in China that was made the basis in developing an enhanced customer service framework. A descriptive design was used in the study as it allows for a comprehensive exploration of these interactions, providing a detailed picture of the current state of service innovation in China. Using a structured questionnaire ensured consistency in data collection, allowing for easier comparison and analysis of responses across different participants and service companies. This enabled the researcher to identify broader trends and patterns on how innovation, technology, and service strategies are applied. 384 employees from five Information Technology and Software Services companies in Jiangsu province, China were used as the respondents of the study. Based from the results, the respondents agreed that the service industries innovation adopted innovative culture, innovative structure and process and innovative leadership and management. The research reveals agreement among respondents that the company’s technology development efforts, encompassing learning & teaching technology, ICT culture, and resource & infrastructure, are having a positive impact. A consensus among respondents was found and that the company’s service strategies excel in accessibility, convenience, and professionalism, demonstrating its commitment to delivering a customer-centric experience. The study demonstrates a powerful and positive synergy between company innovation, technology development, and service strategies in service industries. These elements are intricately intertwined, with each influencing and reinforcing the others. An enhanced customer service framework was developed for the service industries. The research highlights the powerful synergy between company innovation, technology development, and service strategies. An effective customer service framework consider all three aspects holistically, ensuring innovation fosters technology adoption, which in turn fuels improvements in service delivery. The framework encourage creativity, experimentation, and employee empowerment to develop innovative service solutions.
Keywords: company innovation, technology development, service strategies, enhanced customer service framework
DOI: https://doi.org/10.5861/ijrsm.2024.1004
Cite this article:
Guo, Y. (2024). Company innovation, technology development and service strategies of service companies in China: Basis for enhanced customer service framework. International Journal of Research Studies in Management, 12(1), 37-49. https://doi.org/10.5861/ijrsm.2024.1004