Impact of Covid19 on the development of digital service capability for value co-creation: a mediating role of service ecosystem self-adjustment

Abstract

PurposeThis study aims to examine the impact of Covid19 on service ecosystem self-adjustment (SES_SA) and additionally to explore the mediating role of SES_SA on the relationship between the Covid19 pandemic and the development of digital service capability (DD_SC).Design/methodology/approachData were drawn from 384 business people with the help of a survey questionnaire. The interrelation of the model was examined with the help of structural equation modeling (SEM) using bootstrapping measures in Smart-partial least square (PLS). Three constructs (Covid19, DD_SC and SES_SA) were found with the help of exploratory factor analysis (EFA). Convergent and discriminant validity were obtained through confirmatory factor analysis (CFA) using statistical package for the social sciences-analysis of a moment structures (SPSS-AMOS)-V.23.FindingsThere is a substantial impact of Covid19 on SES_SA and DD_SC. The investigation also discovered that SES_SA significantly impact DD_SC, whereas, Covid19 impact DD_SC indirectly through SES_SA. Age has a significant favorable influence on fear of Covid19.Research limitations/implicationsThere is scant literature linking SES_SA and the DD_SC.Practical implicationsThe study promotes understanding of the contribution of Covid19 and SES_SA in the DD_SC among business people to enhance value co-creation. Capitalizing on DD_SC will enhance customer experience, assist customers in decision-making, and foster digital economic growth.Originality/valueIt enlightens on the digital capabilities needed for creating and co-creating value. Most studies in this area are qualitative/conceptually based and have not studied this kind of interrelation. Hence, it’s the only quantitative study that has examined the inter-relations among Covid19, SES_SA and DD_SC using SEM. This study also offers comprehension of all theories used in this context by relating Covid19 effects to DD_SC.