Quantitative analysis reveals that employee productivity significantly mediates the impact of service innovation on customer retention.
Abstract The study aims to determine the mediating role of employee productivity on the relationship between service innovation and customer retention. This paper adopted a quantitative approach. Data collected from 259 registered restaurants on the Ghana Tourism Authority database were sampled using simple random. Data was collected using a closed-ended questionnaire and analysed using Structural Equation Modelling (SMART PLS 4). The study found that service innovation significantly and positively affected customer retention. In addition, employee productivity had a significant mediating effect on service innovation and customer retention. The paper presents a new perspective on how service innovation and customer retention are being viewed from the hospitality sectors.
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Affran et al. (2025) studied this question.
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