Service Innovation Research Articles

Effect of technological culture and knowledge sharing on organizational performance: The mediating role of digital innovation and self-efficacy as moderation

In the era of IR4.0, environmental dynamism and satisfying customer needs through digital innovations have evolved across IT industries. This article attempts to examine the effect of technological culture (TC) and knowledge sharing (KS) on digital innovation (DI), organizational performance (OP), and the moderating effect of self-efficacy (SE) on the link between TC, KS, and DI. This study evaluates a novel conceptual framework utilizing survey data from 270 samples of IT firms’ employees in Bangladesh and analyzing it employing the PLS-SEM approach. The findings indicate that knowledge sharing and technological culture have a significant impact on DI and DI also significantly mediates the relationship between operational, financial, and employee performance. The findings suggest businesses recognize the chance of developing digital technologies and the digitalization trend in IT sectors by being devoted to embracing new technological cultures and upgrading their knowledge exchange to become innovation leaders and increase OP. This study describes how new digital technologies and knowledge sharing may be exploited to produce innovative digital creative digital solutions’ innovative products and services which ultimately increase their OP, where the managers of the IT organizations can apply this knowledge in respected fields.

Patients’ trust in health information sources as an antecedent of novel healthcare technology usage

Abstract Background As professional health information sources, healthcare maintenance organizations (HMOs) need to convince patients of the necessity, efficiency, and reliability of technology-based services to increase and optimize their usage. It raises the question of whether patients’ trust in health information sources shapes the use of technology-based services and, in return, increases their willingness to use novel healthcare services in the future. Methods Data were collected through an online close-ended survey among 668 adult Israeli citizens insured with Israeli health insurance (85% of them Jewish, 52.5% female, and in their early 40s, with half holding an academic degree). The survey explored actual use and willingness to use innovative healthcare technologies and the trust respondents attributed to various sources of health information. Data were analyzed by SPSS 28. Results Participants generally use healthcare technology primarily to schedule appointments, search for medical information, and make health-related requests. To quite an extent, they are willing to be treated with innovative healthcare technologies (e.g., for radiological purposes and personally tailored medication). Preliminary results suggest that trust in the measured formal health information sources (i.e., formal health providers, HMO, HMO online services) was positively associated with technology-based healthcare services usage (r=.14 - .20, p<.001). A positive association also emerged between the current use of healthcare technology and the willingness to use innovative medical technologies in the future (r=.23, p<.001). Conclusions HMOs, as key players, have the power to maximize the usage of advanced health services by establishing trusting relationships with their patients. This will increase the usage of healthcare technology-based services and generate positive patient experiences, which will result in the willingness to experience novel types of health services in the future. Key messages • Encouraging patients to use technology-based health services will maximize the potential inherent in the use of innovative health services and treatments in the future. • Nurturing trusting relationships with patients at any level in the health system will increase their compliance with health providers’ recommendations to use advanced health services.

TRANSFORMING CUSTOMER RETENTION IN FINTECH INDUSTRY THROUGH PREDICTIVE ANALYTICS AND MACHINE LEARNING

In recent years, the fintech industry has experienced rapid growth, driven by technological advancements and evolving consumer expectations. Fintech companies offer innovative financial services, such as digital banking, investment platforms, and payment solutions, catering to the needs of a tech-savvy customer base. However, as competition intensifies, customer retention has emerged as a critical challenge for these companies. According to a study by Ransom (2021), acquiring a new customer can cost five times more than retaining an existing one, making it imperative for fintech organizations to focus on strategies that enhance customer loyalty. The financial technology (fintech) sector has experienced unprecedented growth in recent years, fundamentally transforming how individuals and businesses access and manage financial services. Characterized by the integration of technology with financial services, fintech encompasses a wide array of offerings, including digital banking, peer-to-peer lending, robo-advisory services, and payment processing. As of 2023, the global fintech market was valued at approximately $309 billion and is projected to reach around $1.5 trillion by 2030, according to a report by Fortune Business Insights. This remarkable growth is largely attributed to advancements in digital technology, increasing smartphone penetration, and a growing consumer preference for online financial solutions. Moreover, the COVID-19 pandemic accelerated the adoption of digital financial services, as consumers sought contactless transactions and remote banking options.

Integrated care in the Baltic states over a 5-year period: progress, challenges and future directions

Abstract Person-centered, multidisciplinary care is key to addressing evolving complex health needs. In Estonia, Latvia, and Lithuania, this pursuit of integrated care has gained momentum as an innovative approach to allocate resources more efficiently and improve patient outcomes. This study investigates the progress of integrating care in the Baltic countries from 2019 to 2024. It details key learnings, particularly for small European countries with limited resources. The Health Systems and Policy Monitor Network of the European Observatory on Health Systems and Policies undertook a cross-country study to better understand the progress in care integration in the Baltics. The Network’s Baltic country experts completed a 21-item questionnaire on the adoption of integrated care reforms. Responses were analyzed to capture reform characteristics and commonalities, countries’ political environments and their conduciveness to the uptake of integrated care. Country-specific experiences with the implementation of integrated care were further explored via case studies of pilot programs over the five years. The pace of implementing integrating care reforms varied in each country. Existing regulatory barriers, workforce challenges and payment schemes have impeded integration efforts across health and social care. Despite these obstacles, the political commitment to new and innovative service delivery and collaboration for chronic care management underscores an important prerequisite toward achieving more integrated and person-centered healthcare. The three case studies illustrate the hurdles that come with shifting care settings and expanding roles for some workers. Findings stress the role for integrated care to address organisational challenges in the Baltics. This study highlights innovative approaches and long-running efforts to provide multidisciplinary care for complex-needs patients and the implications of their results for broader health system adoption. Key messages • Small countries like the Baltics face structural challenges in integrating care to improve outcomes and efficiency. • Investment and innovative care approaches are key to further advancements.

Contributions to Systems Software and Service Process Improvement and Innovation Based on Recent Advances

Contributions to Systems Software and Service Process Improvement and Innovation Based on Recent Advances

A Study On Customer Satisfaction with Smartwatches at Krishnagiri District

This study looks into customer satisfaction with smart watches, focusing on critical elements that influence user experiences and perceptions. We used a questionnaire to get user feedback on functionality, design, battery life, and integration with other devices. The findings show that people value health and fitness tracking capabilities, convenience of use, and smart phone compatibility. While many customers indicate great satisfaction, questions about battery life and app availability remain. The findings emphasize the necessity of ongoing innovation and customer service in increasing user happiness. This study helps to understand consumer behavior in the fast evolving wearable

AN ASSESSMENT OF THE PATTERNS AND ISSUES WITH AI DEPLOYMENT IN UNIVERSITY LIBRARIES IN NIGERIA

With the hindsight of the enormous benefits of Artificial Intelligence to every sector of human development, this article explores how university libraries in Nigeria intentionally adopt and use AI-enabled tools and technologies for library operations and services. It also identifies the constraints to the deliberate use of the technologies in the libraries. The paper adopts a survey approach using a self-developed questionnaire to elicit information from the 174 members of the Association of University Librarians of Nigerian Universities about the status of AI use in their libraries. Google Forms application was used to administer the survey for eight weeks. Only 25 universities responded to the survey. Data analysis shows that AI use is infantile and inadvertent in Nigerian university libraries, and its use is constrained by paucity of funds, lack of requisite skills and poor infrastructure, especially epileptic power supply and poor internet access. The paper is among the few that investigate deliberate use of AI in Nigerian universities libraries, and it recommends the need for Nigerian university to review and restructure their strategic plan documents to include AI integration in academic activities and programmes, particularly, for providing innovative library services.

Factors influencing the adoption of extended reality (XR) applications in libraries for sustainable innovative services: a systematic literature review (SLR)

Purpose This study aims to identify the factors influencing the adoption of extended reality (XR) applications in libraries for sustainable innovative services and reveal the challenges of adopting XR technology in libraries. Design/methodology/approach A systematic literature review was applied to address the study’s objectives. The 26 most relevant seminal studies published in peer-reviewed journals were selected to conduct the study. Findings The findings showed that access to digital collections, skill development, marketing, innovation and sustainable development factors influence the adoption of extended reality applications in libraries. The study illustrated that technical challenges, financial challenges, the unavailability of staff expertise and lack of institutional support caused barriers to the adoption of XR in libraries. Originality/value The study has added valuable literature to the existing body of knowledge. It has provided a framework to efficiently adopt extended reality in libraries for the delivery of sustainable, innovative services to library patrons.

Exploring value propositions and service innovation: the outsourcing of the National School Feeding Program

The National School Feeding Program, knowing as PNAE, is a public policy responsible for providing meals to students in Brazil. This program exists since 1940s and was created to combating child malnutrition. The program evolved over the years until the passing, on 16 June 2009, of Act 11,947, which establishes that at least 30% of food purchases for school meals must come from family farmers. In this context, there is a perception that outsourced management does not aim to encourage local agriculture, and consequently the use of fresh foods in school meals, which is recommended by Act 11,947. Therefore, the purpose of this article is to describe the forms of value co-creation in the PNAE outsourcing process in two cities that meet the requirements of Act 11,947. Then, a qualitative-descriptive study and abductive logic were chosen, using, as a strategy, a multiple-case study in the cities of Aracaju and Taubaté. The implementation of the PNAE by the municipality depends on the multiple influences and interventions, such as institutional values and relationships between stakeholders. Based on the understanding of this dynamic, the practices of the stakeholders involved in the management of the PNAE begin to organize a value proposition according to the students’ needs, promoting meaning and structure for its recipients. There are different ways to practice outsourcing in this program. So, these different possibilities make a study on this topic relevant, as it highlights that the positive results of outsourcing depend on the implementation of a well-planned project. Thus, use co-creation value, originally from Marketing Research, in public policy can bring new perspectives of analyses.

A South African view of youth entrepreneurship in the epoch of digital transformation. A review of the book “Practical tools for youth entrepreneurs” (Palgrave Macmillan, 2024)

The importance of youth entrepreneurship in the context of digital transformation makes it relevant to study its development. The article is a review of a new book on the promotion and support of young and aspiring entrepreneurs in the South African Republic. The book is characterized by novelty of views and considerable informative content. It is organized into three main parts comprising 9 chapters. Issues related to the conceptual vision of youth entrepreneurship and a large-scale initiative that was specifically designed and then piloted in the South African Republic to stimulate related activities have been addressed. The author of the peer-reviewed book emphasizes the importance of the university environment and the mechanisms formed in it, on the one hand, and entrepreneurs’ personal development, on the other. Recommendations on finding sources of funding and working with potential consumers of innovative products and services have been given. The book is written in lucid language, which is characteristic rather for educational literature, and is well illustrated. It is found to contain various references to digital transformation, and governance is considered in relation to both entrepreneurial firms created by entrepreneurs and youth entrepreneurship incentive schemes in general. The book contains interesting (including pedagogical) information that will also be useful to consider when establishing cooperation among the BRICS countries.

The impact of strategic orientations on service innovation: The moderating effect of technological capabilities

This study investigates the relationship between strategic orientations and innovation within the Sudanese service sector: hospitality, postal, bank, education, communication, and insurance spheres. Drawing upon the resource-based view, the paper examines the influence of market, service, and learning orientations on both incremental and radical innovation. Moreover, the study explores the moderating role of technological capabilities in this relationship. A quantitative research design was employed, utilizing a convenience sample of 160 managers from various service sub-sectors in Sudan. Empirical findings reveal that market orientation, service orientation, and learning orientation have a significant effect on incremental innovation (estimates = 0.164, p = 0.00; estimates = .177, p = .014). In addition, market and service orientations demonstrate a significant relationship with technological capabilities (estimates = 0.612, p = 0.00; estimates = –.376, p = .018). Further, incremental innovation and radical innovation significantly correlated with technological capabilities (estimates = .131, p = 0.00; estimates = .365, p = 0.00), while service orientation and learning orientation do not have a significant correlation with radical innovation (estimates = .153, p =.129; estimates = .061, p = .491). Learning orientation does not have a significant correlation with technological capabilities (estimates = .168, p > .228). Furthermore, results indicate that technological capabilities do not moderate the relationship between strategic orientation and service innovation.

A Decision Support Framework for Resilient and Sustainable Service Design

AbstractResilient and sustainable service design is essential for ensuring the longevity and effectiveness of service systems. However, existing literature often neglects key aspects such as articulating resilience attributes and integrating sustainability dimensions. This study proposes a decision support model for a “resilient-sustainable service design” that merges service design principles with resilient system attributes and organizational sustainability goals. The framework incorporates a multi-objective mathematical programming model and a multi-phased Quality Function Deployment (QFD) approach to derive Pareto optimal solutions using the Brute Force algorithm. Applied in the m-health service sector in Bangladesh, the study reveals significant challenges, including limited awareness of services and logistical inefficiencies. To address these issues, flexible strategies such as demand planning and service innovation are implemented. The findings have direct implications for the improvement of service delivery processes and underscore the importance of considering both resilience and sustainability. While focusing on Bangladesh’s m-health sector, the insights gained have broader relevance globally. The integration of resilience and sustainability principles into service design is crucial for addressing complex challenges across sectors and regions. Future research could involve longitudinal studies to capture evolving resilience strategies and explore resilient-sustainable service systems from a broader perspective. This entails examining various factors such as technological advancements and socio-economic dynamics shaping resilient and sustainable service ecosystems.

Competitive intelligence in tourism: charting future directions through bibliometric analysis

PurposeThis study explores the crucial role of competitive intelligence (CI) in the tourism sector’s strategic decision-making. CI has significantly transformed the tourism sector through new insights and sophistication in data analysis and strategic planning. The rise in tourism-related competition, due to new destinations, varied tourist preferences and sustainability emphasis, makes competitive intelligence essential for understanding future market trends and making informed strategic choices.Design/methodology/approachUtilising PRISMA techniques for bibliometric analysis, the study examines literature from 1998 to 2023 (WoS), focusing on service innovation, customer experience management and sustainable strategies. It presents an analysis of the evolution of CI in tourism, its impact, influential works and future research directions.FindingsFindings show that the multidisciplinary nature of CI in tourism is further evidenced by studies on quality cues, travellers’ information needs and the utilisation of big data. Future studies need to understand both global trends and regional specifics, as shown in investigations of spatial-temporal tourism dynamics.Originality/valueThis study represents a novel contribution to the field of tourism research by offering a comprehensive bibliometric analysis of CI literature from 1998 to 2023. It uniquely integrates service innovation, customer experience management and sustainable strategies within the context of CI, highlighting its multidisciplinary impacts and evolution. These insights collectively emphasise the need for future innovation and a comprehensive understanding of the global-local nexus to inform future tourism research and practice.

Mired in tasks: how daily workplace multitasking shapes employee service innovation behavior

Purpose Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact. Design/methodology/approach To empirically test the study hypotheses, this paper conducted a multilevel diary field study, collecting data from 64 employees over 10 working days to comprehensively validate the theoretical model. Findings The findings indicate that daily multitasking indirectly reduces daily service innovation behavior by increasing employee role pressure. Notably, this indirect effect is more pronounced among employees with lower trait mindfulness, while it is less significant for those with higher trait mindfulness. Practical implications Hotels should manage multitasking, reduce employee stress and promote service innovation by optimizing task allocation and redesigning work processes. Additionally, hotel management should adopt a multifaceted and innovative approach to foster mindfulness traits. Originality/value This study contributes to the literature on multitasking and innovation by examining how and when daily multitasking influences employee service innovation behavior.

Technological Innovation in International Training and Advancing Health Services: Two Cases During the COVID-19 Pandemic

ABSTRACT Beginning in 2020, the COVID-19 pandemic limited onsite international activities and challenged us to plan and implement new ways of collaboration. We reviewed our online trials during a three-year period to better understand how to use digital technologies to continue knowledge and skills transfer. In this cross-national case study, we compare two illustrative cases: Japanese experts training Indonesian health professionals for participatory school health education, and Swiss experts training Malagasy health providers for respectful obstetric and newborn emergencies. We first describe our cases, referring to Vargo’s framework for summarizing reports on digital technology usage. Second, we draw commonalities between the two cases. Third, gleaned from these experiences during the pandemic, we offer a practical framework for efficient and effective international collaboration using new technologies. For both cases, basic digital technologies, such as online meetings and e-mailing, were used and training sessions were successfully conducted. Trusting relationships between the training and participant groups were in place before the pandemic. This led to enthusiasm for continuing learning even after the pandemic started. Our case comparison presents the usefulness of digital technologies for continuing international collaboration and highlights the importance of human factors, such as trusting relationships and enthusiasm to pursue a shared goal, as the basic condition for success.

The Impact of Innovative Transportation Services on Travel Behaviors: A Case Study of Istanbul

There has been a paradigm shift in urban mobility around the developments in information and communication technologies, zero emission targets to reduce transport-related emissions. Hence, traditional transportation services are replaced by sustainable, shared, smart, innovative mobility services. It is crucial to understand what extent these services, which are increasingly used in the cities and have potential to become a part of the main transportation system of the city rather than serving as an alternative mode of transportation, affect people's travel behaviors and daily activity preferences to be aware of the trends in urban mobility, passenger and freight mobility. By this study, new mobility services such as micromobility, car and ride sharing services used in Istanbul examined in the context of (1) their effect on travel behavior (2) the relationship between people's demographic, socioeconomic status and new transportation service use (3) the conditions where the adoption of these services are higher. In this study, survey was conducted with a sample of 404 people in Istanbul and the results were interpreted using both explanatory analysis methods and the chi-square independence test as a statistical method. As a result of the study, questions such as what is the relationship between the demographics, travel behaviors and the use of new mobility services, the effect of these services on the total trips, transportation modes replaced by them, in which situations they are preferred or not and under what conditions those who do not use this service can use them were answered

Navigating hospitality innovation (1995–2023): a bibliometric review and forward outlook

Purpose This study aims to identify key contributors, research themes, research gaps, and future directions in hospitality innovation by conducting bibliometric and content analyses of peer-reviewed articles in this field. Design/methodology/approach A bibliometric analysis was conducted using VOSviewer software on 2,698 peer-reviewed English-language articles retrieved from the Web of Science database, published between 1995 and 2023. Key contributors were identified based on publication volume, citation, and co-citation analysis. Co-occurrence analysis of index keywords and content analysis of influential articles were used to identify research themes. Findings The study identified four distinct research themes in hospitality innovation: (1) digital technology adoption primarily among customers, (2) innovation management within hospitality firms, focusing on knowledge management and eco-innovation, (3) service innovation primarily among employees, and (4) business model innovation involving multiple stakeholders. Additionally, the study determined key contributors, highlighted research gaps, and provided suggestions for future research directions. Originality/value This study contributes to the existing literature by providing a systematic and in-depth review of hospitality innovation research. It identifies key contributors, research themes, and potential gaps for future research, offering valuable insights for both industry practitioners and scholars.

Assessing the impact of digital service innovation (DSI) on business performance: the mediating effect of Artificial Intelligence (AI)

PurposeThe research aims to explore the dynamic relationship between digital service innovation (DSI), artificial intelligence (AI) and business performance (BPer) in service-based models with a focus on how AI-enhanced insights from service use and customer feedback can strengthen business strategies. The aims are to show that DSI and AI are key to driving growth and efficiency in the digital economy and to underscore AI’s role in utilizing contextual data to improve decision-making and business outcomes.Design/methodology/approachThe study uses general structural equation modeling to analyze Spanish manufacturing firms, focusing on medium-sized enterprises and including both business-to-business and business-to-consumer orientations. Data are drawn from the Iberian Balance Analysis System [Sistema de Análisis de Balances Ibéricos (SABI)] database, complemented by a Qualtrics survey to assess the integration of AI in decision-making processes. The methodology is designed to evaluate the interplay between DSI, AI and BPer, with the aim of identifying actionable insights for service-based business orientations.Findings The study clarifies the relationships between DSI, AI and BPer, providing new theoretical and empirical insights. The findings confirm DSI's direct positive impact on performance and suggest AI’s nuanced mediating role, emphasizing the need for strategic DSI-AI integration in manufacturing firms for enhanced performance.Research limitations/implications The research explains the synergistic bond between DSI and AI in boosting BPer and discovering how by-product data can be transformed into strategic insights.Practical implications This study advises manufacturing sector leaders to integrate DSI and AI for enhanced performance and competitive advantage, emphasizing the value of high-quality, contextual data for AI learning and decision-making.Originality/value Researchers will observe that the study confirms the positive impact of DSI on BPer, while also highlighting the significant role of AI in enhancing this effect.

The Role of Digital Health Under Taiwan’s National Health Insurance System: Progress and Challenges

ABSTRACT Digital health covers a wide spectrum of applications of digital technologies in the healthcare field. As a new set of tools to support the health system in achieving its goals—improving access to care, quality of care, and system efficiency—digital health has significantly transformed the landscape of modern medicine and health care. This paper examines the role of digital health under Taiwan National Health Insurance, considering the profound impacts of digital health during the COVID-19 pandemic. It focuses specifically on big data management and analytics (MediCloud and My Health Bank/NHI Mobile Easy Access) and innovative service provision models (telemedicine). We discuss two imminent challenges that any health system is likely to encounter: digital trust and digital divide. For the digital divide, we assessed the use of telemedicine and its determinants during the COVID-19 pandemic. Our study shows that high-income levels and the presence of chronic or severe illness were positively correlated with the use of telemedicine. This observation suggests that poor people who have poorer health status were most likely to suffer from unmet needs for telemedicine. Enhancing cybersecurity to safeguard confidentiality, and effective communications with the public are fundamental and essential steps to regaining public trust in the digital era. When calling for more investment in digital technology, policy makers should be mindful of the potential digital divide across the demographic and socioeconomic strata, and specific policies should be devised to provide support to target the socially disadvantaged group.

Innovative Management Strategies and Competitive Advantage of Global System for Mobile Communication (GSM) Service Providers in Taraba State, Nigeria

This study investigates the effects of product, service, process, and technological innovations on the competitive advantage of GSM service providers in Jalingo, Taraba State, Nigeria. It aims to determine how these different types of innovations influence market positioning and operational efficiency within the regional telecommunications sector. The research is framed using Dynamic Capabilities Theory, which emphasizes the role of strategic adaptability and resource reconfiguration in achieving and sustaining competitive advantage in rapidly changing markets. Employing a mixed-methods approach, the study integrates quantitative data from structured questionnaires distributed to 115 staff across major telecom providers and qualitative insights from industry reports. A total of 102 responses were analyzed using regression analysis in SPSS to evaluate the effect of innovation types on competitive advantage. The findings reveal that all types of innovation—product, service, process, and technological—significantly enhance the competitive advantage of GSM providers in Jalingo. Service innovation showed the strongest effect, followed by technological, product, and process innovations. The study underscores the critical importance of a holistic innovation strategy that includes diverse forms of innovation to improve competitive advantage. GSM providers in Jalingo who embrace comprehensive innovation strategies are more likely to secure greater market share and achieve long-term profitability. The study recommends that GSM service providers should prioritize developing new service offerings and enhancing existing services. This could include investing in customer relationship management systems to personalize services, implementing loyalty programs, or introducing flexible pricing models that cater to different customer segments.