The Impact of Services Characteristics on Performance through Innovative Efforts Kourdalivand Faranak, Ansari Mohammadreza Jaber, Rozbahani Mohammad Taheri Department of Business Management, Faculty of Management, Islamic Azad University, Boroujerd Branch, Lorestan, Iran Online published on 6 December, 2013. Abstract The purpose of present paper is to study the impact of service characteristics on the performance through innovative efforts. The population of study covers the employees working in all branches of Mellat Bank located in Lorestan Province, Iran. Among the population, 158 employees were selected as the sample of the study based on Cochran formula and a stratified random sampling was used. The goal of research is applicable and it is based on a survey method. To collect the data of study, a questionnaire was conducted by the researcher. For the reliability of questionnaire, the calculated SPSS Cronbach's alpha coefficient was equal to 0.888 indicating high reliability of the questionnaire. For the fit of the research design, the PLS Smart software (Partial Least Squares) was used and the design fitness indices were confirmed. In order to analyze the data the path analysis test and t-tests were applied by applying PLS-smart software. The reason for using this software is that there is no need for normalized data. The results show a positive and significant impact of service characteristics on the employees’ performance through innovative efforts. Top Keywords Service characteristics, Market Orientation, Innovative, New Service Development, Performance. Top |