Service Innovation Dimensions Research Articles

Service Innovation And Marketing Performance Of Eatery Firms In Port Harcourt, Rivers State

The study delved into the correlation between service innovation and marketing performance within eateries in Port Harcourt. A descriptive survey design was employed, targeting 121 eateries registered with the Rivers State Ministry of Commerce and Industry as of May 2023. With a sample size of 90 respondents determined using Krejcie and Morgan's (1970) Table, 80 completed questionnaires were used for analysis after achieving an 89% response rate. Utilizing SPSS Version 2.2.0, Spearman Rank Order Correlation was employed to test the hypotheses. The results indicated a noteworthy relationship between service innovation dimensions and various marketing performance measures among eateries in Port Harcourt. The study concluded that the relationship between service innovation and marketing performance is noteworthy, suggesting that eateries in Port Harcourt integrate new service concepts and delivery methods to enhance customer retention and repeat purchases. Furthermore, the study recommends providing effective training to employees for managing new customer relationships.

Service Innovation and Customers’ Satisfaction of Selected Micro Finance Banks in Ogun State, Nigeria

The untimely adoption of modern business practice through technological innovation has hindered service quality, customers’ satisfaction and the general growth of Micro finance banks in Nigeria. The study examined the effect of service innovation which consist of New Service Concept, New Service Process, and New Technology on customer satisfaction of selected micro finance banks in Ogun state Nigeria. The study adopted a cross- sectional survey research design with the aid of structured questionnaire which enabled the researcher to obtain firsthand information from the respondents. The population for this study is the customers of Micro Finance banks (MBF) in Ogun State in which (17) microfinance banks customers were conveniently selected for the survey. Due to the infinite nature of the population (MFBs Bank Customers) the study adopted a sample determination model by Cochran (1977) which is mainly used for an infinite population of this nature to arrive at the sample size of (384) respondents. The data collected was analysed using partial least square structural equation modeling (PLS-SEM 4.0). The findings of the study revealed that all the hypotheses (H1, H2, H3, and H4) are accepted, indicating that each of the independent variable dimensions has significant effect on the dependent variable. That’s new service concept has significant effect on customers satisfaction of MFBs. The study concluded that the three dimensions of service innovation, namely New Service Concept, New Service Process, and New Technology, had a positive and substantial influence on customer satisfaction among the selected micro finance banks in Nigeria. Therefore, the study recommended that the management of microfinance banks in Ogun state should constantly adopt service innovation dimensions to outperform competitors in order to increase their customer satisfactions.

The impact of service innovation on customer satisfaction and customer loyalty: a case in Vietnamese retail banks

Customer loyalty continues to be a crucial factor for retail banks in maintaining market share, increasing revenue and profits, and reducing costs in the highly competitive business landscape of today. They consistently strive for innovation to maintain a competitive edge, introducing novel experiences and heightened satisfaction to customers, thereby enhancing customer loyalty. This study aims to examine the effect of service innovation on customer satisfaction and loyalty in the Vietnamese banking sector. The research investigates banking service innovation from three angles: novel service concept, novel service procedure, and novel technological distribution system. To confirm the relationship between concepts and complete the survey questionnaire, qualitative research techniques are employed. Simultaneously, a quantitative research technique (structural equation modeling—SEM) is used to assess the relationship between concepts. The study surveyed 398 clients of Vietnamese retail banks. All dimensions of service innovation, including novel service concept, novel service procedure, and novel technological distribution system, have positive effects on customer satisfaction and loyalty. Customer satisfaction also has a substantial effect on customer loyalty. Finally, it then draws some conclusions and makes some recommendations to retail banks to improve both customer satisfaction and customer loyalty via enhancing service innovation.

Digital service innovation in B2B markets

PurposeTechnology-enabled business-to-business (B2B) services contribute the largest share to GDP growth and are fundamental for an economy’s value creation. This article aims to identify key service- and digital technology-driven B2B innovation modes and proposes a research agenda for further exploration.Design/methodology/approachThis conceptual paper adopts a techno-demarcation view on service innovation, encompassing three core dimensions: service offering (the service product, or the “what”), service process (the “how”) and service ecosystem (the “who/for whom”). It delineates the implications of three digital technologies – the internet-of-things (IoT), intelligent automation (IA) and digital platforms – for service innovation across these core dimensions in B2B markets.FindingsDigital technology has immense potential ramifications for value creation by reshaping all three core dimensions of service innovation. Specifically, IoT can transform physical resources into reconfigurable service products, IA can augment and automate a rapidly expanding array of service processes, while digital platforms provide the technical and organizational infrastructure for the integration of resources and stakeholders within service ecosystems.Originality/valueThis study suggests an agenda with six themes for further research, each linked to one or more of the three service innovation dimensions. They are (1) new recurring revenue models, (2) service innovation in the metaverse, (3) scaling up service innovations, (4) ecosystem innovations, (5) power dependency and lock-in effects and (6) security and responsibility in digital domains.

The influence mechanism of service innovation on consumer mobile sharing in the age of digital intelligence

IntroductionDigitalization is moving closer to traditional service companies. Consumers have new behavioral characteristics, and operators need to adopt new marketing strategies.MethodsWe used CiteSpace software to analyze the literature related to customer delight in CNKI and Web of Science databases. We constructed models and research hypotheses based on theoretical studies related to customer delight and mobile sharing. The data were collected through questionnaires and the article used structural equation modeling and regression analysis to test the mediating role of customer delight and the moderating role of individual innovativeness in the theoretical model.ResultsAmong the four dimensions of service innovation, only interface innovation and delivery innovation, affect consumers' mobile sharing through customer delight, and customer delight has a very significant positive impact on mobile sharing. The mediating effect of customer delight is affected by the individual innovation of consumers in the path of delivering innovation.DiscussionIn the future, catering and takeaway companies can innovate the delivery process of product information to reach consumers, and provide a personalized interface to accurately meet the different needs of customers.

Evolving Service Innovation for The Late-mover Industry

Research Aims: This paper examines how Islamic banking in Indonesia, as a late-mover industry, evolves service innovation to attract customers and compete with already established conventional banking. Design/methodology/approach: This qualitative research examines Indonesian Islamic Banking as a case study. This study involves two stages: investigating the case in-depth, detail, and context analysis using secondary data from various sources and in-depth interviews with stakeholders. Triangulation was employed to validate the entire result using various methods and data source triangulation. Research Findings: This research reveals that the development of service innovation in late movers is influenced by the sort of industry, the goals and values of the new industry's establishment, the resources owned, and market characteristics. While the dimensions of service innovation developed by late movers typically focus on new value systems, they emphasise value; meanwhile, in terms of technical or working models of the innovation, they tend to replicate or modify from first movers.

Service innovation, experiential relationship quality and shopping outcomes in a smart unmanned store

ABSTRACT This study aims to examine the relationships among the dimensions of service innovation (product innovation, process innovation, marketing innovation and organizational innovation), the dimensions of experiential relationship quality (experiential value, experiential satisfaction, experiential trust and experiential commitment) and the dimensions of shopping outcomes ((positive word-of-mouth (WOM) and patronage intentions)). Data were obtained from 485 respondents at one smart unmanned store in Wuhan of China, and were analyzed using structural equation modeling. The findings show that product innovation, process innovation, marketing innovation, organizational innovation and experiential value have a direct positive influence on experiential satisfaction. Also, experiential value, experiential satisfaction and experiential trust have a direct positive influence on experiential commitment, which in turn lead to positive WOM, while experiential trust has a positive influence on patronage intentions. This study concludes with key implications arising from the analyses and further research opportunities.

Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State

The study was carried out with a view to provide a clear-cut understanding of the concept and principles of customer satisfaction, as it relates to service innovation of transportation firms in Yenagoa, Bayelsa State. Service innovation was used as the independent variable to ascertain the nature and strength of the relationship of its dimensions which were selected to be technological innovation, and service process innovation, and their relationship with customer satisfaction. In a bid to give the study a bearing and focus, two research questions and hypotheses were drawn from the variables, which sought to ascertain the relationship between the two dimensions of service innovation used in the study and customer satisfaction. The study was further grounded in the theory of assimilation, which is focused on the cognitive variations and dissonance experienced by customers after the consumption of a service, as a result of their pre-service encounter expectation and their actual service experience. The study thereby launched and distributed questionnaires to a total of 170 respondents from transportation firms in Yenagoa, Bayelsa State of Nigeria, and successfully retrieved a total of 160 questionnaires, which formed the basis of the data analysis and findings of the research study. The data was analyzed using the Pearson Correlation Coefficient method as a means of ascertaining the nature and strength of the relationship between the two variables. The findings of the study pointed to a significant positive relationship between the two variables, and informed the study to recommend that: firms should strive to innovate on their service to match the dynamic needs of the customers; and firms should constantly improve on the service processes to become more efficient and effective

The Effect of Non-Technological Food Service Innovation Dimensions on Value Creation in Restaurants within Hotels in Nairobi County, Kenya

The Effect of Non-Technological Food Service Innovation Dimensions on Value Creation in Restaurants within Hotels in Nairobi County, Kenya

SERVICE INNOVATION PADA HOTEL SANTIKA MATARAM

A changing and hyper competitive market environment is necessary for hotel companies to provide superior services needed by consumers. This study aims to determine service innovations at the Santika Hotel Mataram. This research was designed using a qualitative approach.. After being analyzed using the Interactive Model, the results of the study showed that four dimensions of service innovation had been applied by the Hotel Santika Mataram. Technology plays an important role as a facilitator in the application of service innovations at Hotel Santika Mataram.Keywords:Hotel; Service Innovation; Marketing; Technology

Service Innovation in the Hospitality Industry

The notion of service innovation has gained significant source of competitive advantage to any organization, in general, and also to firms in the hospitality industry. Any organization desiring to succeed must continually seek to create innovative products or services to gain and sustain an edge in the increasingly competitive market environment. This paper reviews extant literature associated with service innovation from two perspectives. A general literature review of the concepts associated with service innovation is performed drawing attention to such items as, the concept of service innovation; the definitions of service innovation; the differences between product and service innovation; the dimensions of service innovation; the drivers of service innovation; patterns of service innovation; effects of service innovation; and service innovation success factors. Second, a literature review associated with service innovation in the hospitality industry is undertaken. This latter review draws attention to the benefits of service innovation in the hospitality industry; the types of innovations in hospitality firms; and summarizes the findings of recent studies on service innovation in hospitality firms. Overall, the study found evidence of significant research attention to service innovation in the context of services in the hospitality industry. Moreover, it was found that some regions or countries, such as Europe and the Far East (Taiwan, in particular) appeared to be the recipients of greater attention in service innovation literature associated with the hospitality industry

A new holistic conceptual framework for sustainability oriented hospitality innovation with triple bottom line perspective

论新一体化理论模型：以三重底线为视角的可持续性导向的酒店服务创新抽象研究目的本论文旨在定义 “可持续性导向的酒店服务创新”（SOHSI）在餐饮业的维度。以达到此目的, 本论文研究了服务创新维度和三重底线维度（包括可持续性的社会、环境、和经济三方面）。研究设计/方法/途径本论文主要采用文献综述的方式来定义酒店服务业和可持续领域中的服务创新维度。此外, 本论文使用Fuzzy DEMATEL （决策实验室分析法）, 一种多准测决策法（MCDM）, 以探究为度之间的因果关系。研究结果本论文提出了一个理论模型, 以帮助餐饮企业使得他们的创新服务更加可持续化。餐饮服务企业尤其应该专注“环境企业家精神”、“室内设计”、“品牌管理”等维度, 以获得市场竞争力。企业应该确保每个创新服务都应该是可持续性的。至今为止, 研究者们大多数专注于可持续服务创新中的环境维度。然而, 尚未有研究采用三重底线分析法来探究可持续性这个概念。因此, 本论文对酒店服务创新中的可持续性领域做出贡献。关键字关键词 服务创新、可持续性、酒店服务、餐饮、三重底线论文类型理论型论文

Innovation development in service firms: a three-model perspective

This paper develops a three-model approach through the dynamic capability view to showcase the forms and dimensionalities service innovation could take. The paper explains that the different resource and capability-base for firms provide the source of variation for innovation. These capabilities allow service firms to create and implement innovation through their service mix that represents basic competitive tools for service engagement, interaction with customers and through the market as a result of external capability activation. The approach recommends the development of innovation with the service mix which is the basic competitive tool for service firms; through the customer-firm interface that enables value co-creation; and the market that allows the firm to capitalise upon its external capabilities. These service innovation dimensions therefore determine how well a service firm performs on the market in both the short and long-term.

Innovation development in service firms: a three-model perspective

This paper develops a three-model approach through the dynamic capability view to showcase the forms and dimensionalities service innovation could take. The paper explains that the different resource and capability-base for firms provide the source of variation for innovation. These capabilities allow service firms to create and implement innovation through their service mix that represents basic competitive tools for service engagement, interaction with customers and through the market as a result of external capability activation. The approach recommends the development of innovation with the service mix which is the basic competitive tool for service firms; through the customer-firm interface that enables value co-creation; and the market that allows the firm to capitalise upon its external capabilities. These service innovation dimensions therefore determine how well a service firm performs on the market in both the short and long-term.

ORGANISATIONAL CULTURE AND LEADERSHIP AS MEDIATORS OF SERVICE INNOVATION AND FIRM COMPETITIVENESS: A STUDY OF AN EMERGING ECONOMY

It has become imperative for researchers to mark out the institutional limits and conditions within which innovation is the most useful strategy and to establish the extent to which its efficacy is conditioned by innovative culture and leadership of the service firm. This paper makes contribution to the service innovation literature by showing the internal boundary conditions under which service innovation can effectively enhance the competitiveness of the service firm. An empirical research design comprised two sets of data collected from service managers; the first for validation and the second for structural analysis of our framework. Five service innovation dimensions were found and that innovation leadership partially mediated the relationship between the service innovations and a service firm’s competitiveness. Innovative culture also mediates the service innovations and competitiveness. In contrast to previous studies which examined the direct effect of innovation on competitiveness, our study found that the mediating role of internal conditions brings about complementarity of strategic assets which produces sustainable competitive advantage to the service firm. The practical implication is that service firms must be equally interested in creating a fundamental service philosophy through their culture and leadership to build competitive advantages.

The holographic service innovation in technological context

PurposeThe purpose of this paper is to propose a new approach that enables service innovation models to incorporate a holographic perspective into their innovation-centric business models. The essence of the holographic approach to service innovation might provide us with an innovative organization that is enclosed in its components; a knowledge-centric approach that adapts each person as a vital component of a whole; and the ability of value co-creation by each part of the organization in ways that benefit the organization as a whole.Design/methodology/approachThis paper uses a narrative synthesis framework combining existing literature (by textual narrative technique) with expert opinion, based on search of Science-Direct and ProQuest academic databases.FindingsA total of 114 top-cited and high relevant references were deeply reviewed. Nine principle dimensions were evolved from the final review to construct a comprehensive definition of service innovation. Then, the narrative synthesis helped us to bring forward a new approach to service innovation and applied it in the form of a conceptual model, as the literature was previously established on certain approaches. In the final stage, a comprehensive model of service innovation was designed to introduce the holographic approach to the existing literature.Research limitations/implicationsThis paper reviewed top-cited and high relevant references published in English that were indexed in Science-Direct and ProQuest. The authors did not search any grey literature and other language publications, and hand-search any journals.Practical implicationsThis research highlights how managers must consider service innovation as a whole.Originality/valueThis is the first critical review published in the peer-reviewed literature that explores the principle dimensions of service innovation and provide a new approach to the literature.

Innovation patterns and their effects on firm performance

ABSTRACTThis study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms’ major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: ‘service delivery-based high-technology', ‘service delivery and customer interaction-integrated', ‘customer interaction-based high-technology', and ‘strongly balanced’ innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance. Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance.

The Impact of Service Innovation on Tourist Satisfaction: Evidence from the Malaysian Tourism Industry

Objective - This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism. Methodology/Technique - Measurement items for the dimensions of service innovation were developed through focus group interviews. A convenience sampling approach was adopted with the distribution of 400 questionnaires among local and foreign tourists. Statistical tolls in the Statistical Package for the Social Sciences (SPSS) were adopted to analyse the reliability of items and the hypothesised relationships in the proposed research model. Findings - The findings reveal that the respective dimensions of service innovation are significantly related to tourist satisfaction. These findings contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. Novelty - Limited studies have been done to examine the impact of service innovation dimensions on tourist satisfaction.The findings of this study contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. At the same time to address the practical implications by recommending relevant and effective service innovation strategies for the tourism industry in Malaysia. This knowledge is useful for benchmarking better service innovation practices among the industry practitioners. Type of Paper - Empirical Keywords: Service Innovation; Process Innovation; Organisational Innovation; Marketing Innovation; Product Innovation; Tourist Satisfaction