Abstract
By leveraging advanced information and communication technologies to provide innovative services through Internet, manufacturing service companies successfully integrate and coordinate the value chain activities to cost-effectively produce quality products for global customers. However, those complex electronic service (e-service) innovations usually are not necessarily adopted soon by customers as expected, which leads to slower investment returns and lower online service level. This study tried to understand the relationship between industry institutional factors and adoption intention of e-service innovation, and consider the moderating effect of e-service complexity. A survey included 263 respondent companies was conducted to collect empirical data from semiconductor industry. Research results shown that three institutional factors (technology standardization, propagating institution and institutional pressure) all have positive influence on the e-service innovation adoption intention. The e-service complexity has negative influence on the adoption intention and negatively moderates the effect of institutional pressure and propagating institution, while positively moderates technology standardization effect. Institutional factors can be useful strategic tools for promoting e-service innovation diffusion but need to consider innovation complexity. With the findings, this study contributes to academic understandings and provides several managerial implications for practitioners.
Highlights
As the industry becomes more and more disintegrated for seeking the benefits of specialty, the interactions among industrial organizations, especially in the supply chain ecosystem, are getting frequent and complicated
Considering the adoption of inter-firm e-service innovation is a kind of organizational action, and it sometimes deeply involve firm’s strategic decision and resource commitment, this study tries to identify the critical factors of e-service innovation adoption from an institutional perspective
Classical innovation diffusion model explains the adoption of innovation at individual level that is limited in explaining the e-service adoption behavior at firm level
Summary
As the industry becomes more and more disintegrated for seeking the benefits of specialty, the interactions among industrial organizations, especially in the supply chain ecosystem, are getting frequent and complicated. To integrate the supply chain activities as a whole to deliver completed product and service value to end market in the virtual value network, those firms need to reduce the cost and improve the quality of communication in the inter-organizational collaboration, firms started to leverage the Internet technology for providing information services in an “online” or even “cloud” manner. This phenomenon, so called “e-service innovation”, is prevalent in many industries and gradually accepted as one of the major types of service delivery (Chatterjee & Segars, 2001).
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