The effects of relationship quality and knowledge sharing on service innovation performance: organisational learning as a mediator

Abstract

Drawing on RBV and service dominant logic and using data collected from 243 companies, this paper aims at examining the interplays between relationship quality, knowledge sharing, organisational learning, and service innovation performance. This empirical research found that knowledge sharing and relationship quality were significantly related to organisational learning, and that in turn significantly affected service innovation performance. Moreover, better relationship quality would yield improved knowledge sharing. Furthermore, we propose that organisational learning is a significant mediator through which knowledge sharing influences firm performance, and that relationship quality is also a critical factor that facilitates service innovation.