Linking Service Innovation to Organisational Performance: Mediating Role of Employee Productivity and Job Satisfaction

Masud Ibrahim, Kong Yusheng, Diyawu Rahman Adam

Source Title: International Journal of Service Science, Management, Engineering, and Technology (IJSSMET)13(1)

ISSN: 1947-959X|EISSN: 1947-9603|EISBN13: 9781799884378|DOI: 10.4018/IJSSMET.295558

MLA

Ibrahim, Masud, et al. "Linking Service Innovation to Organisational Performance: Mediating Role of Employee Productivity and Job Satisfaction." IJSSMET vol.13, no.1 2022: pp.1-16. http://doi.org/10.4018/IJSSMET.295558

APA

Ibrahim, M., Yusheng, K., & Adam, D. R. (2022). Linking Service Innovation to Organisational Performance: Mediating Role of Employee Productivity and Job Satisfaction. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 13(1), 1-16. http://doi.org/10.4018/IJSSMET.295558

Chicago

Ibrahim, Masud, Kong Yusheng, and Diyawu Rahman Adam. "Linking Service Innovation to Organisational Performance: Mediating Role of Employee Productivity and Job Satisfaction," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) 13, no.1: 1-16. http://doi.org/10.4018/IJSSMET.295558

Export Reference

Favorite Full-Issue Download

View Full Text HTML

View Full Text PDF

Abstract

Banks are leveraging on innovation to address the major concerns of their employees including improvements in service delivery, operational efficiency, and enhancing the speed of transactions. The purpose for this study was to explore the mediating role of job performance and job satisfaction in the relationship between service innovation and organisational performance. Data for the study was obtained from 250 bank employees in Ghana through structured questionnaire. The PLS-SEM was the main analytical tool used to analyse the research findings. Findings from this study revealed a positive and significant relationship between service innovation and organizational performance. Additionally, the study revealed that employee job satisfaction and productivity positively influence organisational performance. The study further revealed a mediation possibility for job satisfaction and employee productivity in the relationship between service innovation and organisational performance. The implications as well as the theoretical contributions of this study are discussed.