Latent variables

Measurement items

Reference documentation

Service innovation performance

c1. Service innovation performance of the enterprise improves the company’s sales

c2. Service innovation performance of the enterprise improves the company’s return on investment

c3. Service innovation performance of the enterprise improves customer satisfaction

c4. Service innovation performance of the enterprise brings a large number of customers

c5. Service innovation performance of the enterprise improves the company’s development potential

(Wang Jiabao, 2010),

(Zhang Jing, 2011),

(Zhang Fanghua, 2006) [25]