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Tzu-Jung Wu



Authors and WSEAS

Tzu-Jung Wu


WSEAS Transactions on Business and Economics


Print ISSN: 1109-9526
E-ISSN: 2224-2899

Volume 14, 2017

Notice: As of 2014 and for the forthcoming years, the publication frequency/periodicity of WSEAS Journals is adapted to the 'continuously updated' model. What this means is that instead of being separated into issues, new papers will be added on a continuous basis, allowing a more regular flow and shorter publication times. The papers will appear in reverse order, therefore the most recent one will be on top.

Volume 14, 2017


Study on Effect of Internal Interdepartmental Integration on Customer Loyalty: Using Service Innovation as an Mediator

AUTHORS: Tzu-Jung Wu

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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

KEYWORDS: Internal Interdepartmental Integration, service innovation, customer loyalty

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WSEAS Transactions on Business and Economics, ISSN / E-ISSN: 1109-9526 / 2224-2899, Volume 13, 2016, Art. #4, pp. 28-37


Copyright © 2017 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution License 4.0