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A Study of Key Success Factors of Service Enterprises in China

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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.

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Acknowledgments

This research work was supported by the National Natural Science Foundation of China (No. 71225006). The authors are grateful to the editor and anonymous referee for their valuable comments that have improved this paper.

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Authors and Affiliations

  1. College of Management and Economics, Tianjin University, No. 92, Weijin Road, Nankai District, Tianjin, China

    Min Zhang, Biying Jin & Zhen He

  2. Department of Business Information Technology, Virginia Tech, VA, USA

    G. Alan Wang

  3. Department of Industrial and Systems Engineering, National University of Singapore, Singapore, 117576, Singapore

    Thong Ngee Goh

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  1. Min Zhang
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  2. Biying Jin
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  4. Thong Ngee Goh
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Correspondence to Min Zhang.

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Zhang, M., Jin, B., Wang, G.A. et al. A Study of Key Success Factors of Service Enterprises in China. J Bus Ethics 134, 1–14 (2016). https://doi.org/10.1007/s10551-014-2074-2

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