Model Of Service Innovation Research Articles

The mediation model of learning organization, technology acceptance and service innovation: Part I

PurposeThis paper aims to create a conceptual model that connects learning organizations, service innovation and technology acceptance.Design/methodology/approachThe importance of the interaction of variables benefiting both individuals and organizations has been comprehensively explained by combining two well-known theories – learning organizational theory and service innovation theory – with the technology acceptance model. In the first part of the study, conceptual model has been constructed and then applied to the hospitality industry of which results have been presented in the second part of this paper.FindingsIt is hypothesized that learning organization, service innovation and technology acceptance have significant relationships. It is also suggested that the learning organization plays an intermediary role in the relationship between technology acceptance and service innovation. Empirical results in this regard have been presented in the second part of the paper.Research limitations/implicationsThe relations have been established and tested in the hospitality industry in Antalya. However, the model can be applied and established relations tested in other industries.Originality/valueThis research contributes to our knowledge of the intricate linkages that exist between learning organizations, technology acceptance and service innovation. Originality of the paper is related to the novel multilayered model illustrating three-way interactions between the three dimensions of learning organization, technology acceptance and service innovation.

A Two-Path Moderated Mediation Model of Customer-Driven Service Innovation

This study proposes a moderated mediation model of customer-driven hotel employee service innovations. Building on social exchange and social identity theories, we suggest that positive customer–employee exchanges influence employees’ service innovations via direct and indirect paths. While the reciprocal nature of social exchanges was used to explain the direct path from customer–employee exchange to employees’ service innovation, social identity theory was used to explain the indirect path whereby customers’ inputs shape employees’ creative role identities, thus fostering innovation behaviors. The study further tests how organization openness serves as a boundary condition, and the results support the moderating role of organization openness, suggesting that while positive customer–employee exchanges help shape employees’ self-identification (as being creative) and trigger employees’ service innovation, an open organization encourages employees to actively engage in service innovations.

The mediation model of learning organization, technology acceptance, and service innovation: accommodation purchase managers’ perceptions in Antalya, Turkey: Part II

PurposeThis study aims to analyze the theoretical complexity that underlies purchase managers’ perceptions of their ability to take part in the implementation of a new back-office service strategy.Design/methodology/approachA survey of purchasing department managers in the Antalya (Turkey) region was conducted. The purchasing managers of Antalya’s five-star accommodation businesses comprise the research sample.FindingsWithin the scope of the study, 205 questionnaires were gathered. Factor analysis, correlation and regression analysis were applied to the obtained data. The learning organization (LO) consists of three factors (organization, group/team and individual), service innovation (SI) consists of two factors (employee innovation behavior and new service development) and technology acceptance (TA) consists of four factors (perceived usefulness, perceived ease of use, facilitating situations and social factors), according to the findings of the factor analysis. According to correlation analysis, LO, SI and TA all have positive and significant relationships. The LO has been observed to play an intermediary function in the relationship between TA and SI as a consequence of the analysis that determines the mediation effect.Originality/valueThis study which dealt with the dimensions of SI, TA and LO showed a proposed model which gives a better understanding of how the development of back-office system strategies is affected by LOs.

Research on the Impact of Smart Home Service Innovation on Consumers' Willingness to Use from the Perspective of Privacy Concerns

In order to explore the influence mechanism of smart home service innovation on consumers' willingness to use, this paper constructs a chain mediation model of smart home service innovation on consumers' willingness to use through perceived intrusiveness and perceived value, and explores the moderating role of privacy concerns in the model. The results show that :(1) Smart home service innovation has a significant positive impact on consumers' willingness to use; (2) Perceived value and perceived intrusiveness played a partially mediating role in the positive impact of smart home service innovation on consumers' willingness to use, respectively; (3) Perceived intrusiveness and perceived value play a chain-mediated role in the positive impact of smart home service innovation on consumers' willingness to use; (4) Privacy concerns moderated the two partial mediating pathways, that is, the stronger the privacy concerns, the weaker the positive mediating effect of perceived value, and the stronger the negative mediating effect of perceived intrusive. This paper explores the mechanism of the impact of smart home service innovation on consumers' willingness to use from the perspective of privacy concerns, which is a supplement and enrichment to previous studies, and also provides valuable ideas for the physical retail industry to properly handle consumers' privacy and improve consumers' willingness to use.

The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT) towards the adoption of SSIs. Furthermore, contingent on the level of brand familiarity (BF), this study hypothesizes a moderated mediation with regard to the ‘CJE = AT = IN’ relationship. The empirical findings are largely in line with the model hypotheses: First, technology affinity affects adoption intention indirectly via attitude towards SSIs. Second, CJE has a significant direct and indirect effect on adoption intention in the cases of average and high brand familiarity. For low brand familiarity, CJE neither has a significant direct effect nor a significant indirect effect on SSI acceptance. Based on the empirical findings, the present paper discusses implications for service management and service research, study limitations and avenues for future research.

Investigating actors and enablers of innovation using a service ecosystem lens: a modelling approach

The study developed a conceptual model of service innovation viewed through a service ecosystem lens, and empirically validated the model using data gathered from 334 managers in the tourism industry of the United Arab Emirates. A mixed methods approach was used. Three significant factors emerged as direct antecedents of innovation, namely dyadic interactions between: customers and employees, the firm and its partners, and the firm and its competitors. Further, two 'enablers', technological and organisational support, reinforced these interactions. This study contributes to the emerging literature in two ways - operationalising the service ecosystem construct and examining the impact of dyadic interactions between actors within the ecosystem on service innovation. The findings and discussions provide managers in the UAE tourism industry with a holistic view of the innovation trajectory, helping them to identify critical enablers and manage key actor interactions in the ecosystem.

連載：サービスイノベーション・ニューパラダイム 第1回：サービスイノベーションの概念モデル ─SDGs時代のS-Dロジック視点サービス価値創造─

連載：サービスイノベーション・ニューパラダイム 第1回：サービスイノベーションの概念モデル ─SDGs時代のS-Dロジック視点サービス価値創造─

Research on mobile cloud service model based on WBS

The construction of mobile cloud service platform is innovative complex project. This paper analyzed service innovation behavior based on the four-dimensional model of service innovation, and to study the implementation process of mobile cloud service platform for rural leisure tourism based on WBS method multi-dimensional description, to propose a rolling, flow-based work breakdown structure design idea. The research results show that by properly setting the WBS and monitoring points, it is possible to detect and prevent the deviation of the progress cost correlation in time and to ensure the quality of the platform. Research results can provide the basis for decision making by relevant industry managers.

Investigating actors and enablers of innovation using a service ecosystem lens: A modelling approach

The study developed a conceptual model of service innovation viewed through a service ecosystem lens, and empirically validated the model using data gathered from 334 managers in the tourism industry of the United Arab Emirates. A mixed methods approach was used. Three significant factors emerged as direct antecedents of innovation, namely dyadic interactions between: customers and employees, the firm and its partners, and the firm and its competitors. Further, two 'enablers', technological and organisational support, reinforced these interactions. This study contributes to the emerging literature in two ways - operationalising the service ecosystem construct and examining the impact of dyadic interactions between actors within the ecosystem on service innovation. The findings and discussions provide managers in the UAE tourism industry with a holistic view of the innovation trajectory, helping them to identify critical enablers and manage key actor interactions in the ecosystem.

Reprint of: Service innovation in sustainable product service systems: Improving performance under linguistic preferences

Sustainable product service systems enable firms that are operating under resource limitations to deliver the best possible outcomes in terms of social well-being and economic growth. However, prior studies have not yet investigated the function of service innovation in sustainable product service systems or analyzed the convergence of importance and performance weighting in maximizing resource utilization in the supply chain. Moreover, prior studies have not yet integrated and proposed a complex interrelationship-driven hierarchical model including qualitative preferences or identifying weighting under linguistic preferences. This study applied the fuzzy Delphi method, fuzzy importance performance analysis and an analytical network process to analyze an interrelationship-driven hierarchical model of service innovation in sustainable product service systems. Hence, this study provides a set of attributes and a hybrid method to assess the model as well as linguistic preferences to weight the importance and performance measures. The results present four features that are included in the model: sustainable consumption, collaborative advantage, innovation activities and service innovation capabilities. Therefore, when building sustainable product service systems, firms should maintain operations and aim for business synergy in self-generated innovative products/services along with high-quality products/services, collaboration innovation and product and service innovations. Managerial and theoretical implications are discussed.

Consumer engagement in village eco-tourism: A case of the cleanest village in Asia – Mawlynnong

ABSTRACTThis study examines the unique role of local community–consumer/customer engagement in influencing consumer/customer satisfaction (reflected in terms of economic activity) and future behavioural intention (reflected in terms of tourism develop-ment) in eco-tourism context in Mawlynnong village, Meghalaya,India, which has rightfully earned for itself the title of “Cleanest village in Asia.” The study builds on the contents and data from 35 in-depth researches on tourism (in the context of Mawlynnong) with the help of a content analysis (using NVivo 12) method and interaction with 8 local village families followed by structural equation modelling(SEM) analysis (using Adanco 2.0.2).The results show that factors such as cleanliness, local community–consumer/customer engagement, infrastructure, heritage and education enhance perceived trust among tourists, resulting in tourism development and enhanced economic activity by tourists. The participative service innovation behaviour (cleanliness) positively influences exploration intention(tourism) in this context. Furthermore, participative service innovation behaviour (in cleanliness) is found to mediate the relationship between its two driving factors, namely local community engagement and perceived trust in the service provider(tourism). The findings also provide various strategies tourism and hospitality firms and government tourism departments can use to prioritize factors and co-creating a replicable model of service innovation effectively using Mawlynnong example.

Village Eco-Tourism and Tourist Engagement: A Case Study

This study examines the role of local community – tourist engagement in influencing satisfaction and behavioural intention in eco-tourism context in Mawlynnong village, Meghalaya, India. The factors that are examined in this study are: local community – tourist engagement, cleanliness of village, continuity of traditional heritage and education of the village community leading to enhanced customer experience reflected in terms of developed tourism of the village community. The study builds on the contents and data from 35 in-depth researches on tourism (in the context of Mawlynnong) with the help of a content analysis method and interaction with 8 local village families followed by Structural Equation Modelling (SEM) analysis. The results show that cleanliness, local community-consumer/customer engagement, heritage and education enhance tourism development. Moreover, a behaviour (cleanliness) positively influences exploration intention about tourism. The findings also provide various strategies tourism and hospitality firms and government tourism departments can use to prioritize factors and co-creating a replicable model of service innovation effectively using Mawlynnong example.

Selection of Technological Innovation for Service-Orientated Enterprises

Technological innovation is a vital method for enterprises to remain sustainably competitive. Highlighting the emerging information technology such as cloud computing, big data, and Internet of Things (IOT) provides grounds for options of technological innovation for service-orientated enterprises, how could the service-orientated enterprises make appropriate and effective decisions? This paper constructs the evaluation criteria system of a technological innovation scheme selection based on the four-dimensional model of service innovation and uses the hybrid multi-criteria decision model (MCDM) to make systematic selection. That is, to analyze the relationship between every dimension and criteria based on Decision Making Trial and Evaluation Laboratory (DEMATEL) method, draw out the network diagram, calculate the weighted ratio of each indicator using the Analytic Network Process (ANP) method, and finally through integrating the modified VlseKriterijumska Optimizacija I Kompromisno Resenje (mVIKOR) method to order the enterprise innovation scheme. The result of this paper shows that Beacons technology is the best service innovation scheme, and the sequencing of each dimension’s weight is the new service delivery system, new client interface, new service concept, and technology choice. It also, combining with the research conclusion, gives out advice on enterprises’ technological innovation selection process.

Service innovation in sustainable product service systems: Improving performance under linguistic preferences

Sustainable product service systems enable firms that are operating under resource limitations to deliver the best possible outcomes in terms of social well-being and economic growth. However, prior studies have not yet investigated the function of service innovation in sustainable product service systems or analyzed the convergence of importance and performance weighting in maximizing resource utilization in the supply chain. Moreover, prior studies have not yet integrated and proposed a complex interrelationship-driven hierarchical model including qualitative preferences or identifying weighting under linguistic preferences. This study applied the fuzzy Delphi method, fuzzy importance performance analysis and an analytical network process to analyze an interrelationship-driven hierarchical model of service innovation in sustainable product service systems. Hence, this study provides a set of attributes and a hybrid method to assess the model as well as linguistic preferences to weight the importance and performance measures. The results present four features that are included in the model: sustainable consumption, collaborative advantage, innovation activities and service innovation capabilities. Therefore, when building sustainable product service systems, firms should maintain operations and aim for business synergy in self-generated innovative products/services along with high-quality products/services, collaboration innovation and product and service innovations. Managerial and theoretical implications are discussed.

Lean Service Innovation

The purpose of this paper is to propose an approach to lean service innovation. The knowledge gap relates to three specific challenges of service innovation: early identification of the core customer value with business potential, in-depth understanding of customer value for new or potential customers, and discovery and utilization of latent customer needs. As a result, this article introduces a model of lean service innovation. The model focuses on the process rather than on single cocreation methods. The model shows how a new service can iteratively be developed through several improvement rounds into a final service, and each round increases the company’s understanding of customer value and capability to better integrate resources for this. Both the theoretical domain and the application of service-dominant logic can be extended with the lean service innovation approach introduced here. It shows the process of in-depth learning with customers and the rapid prototyping of a service. It facilitates early identification of the core customer value with business potential in the innovation process, identification of customer value for new or potential customers, and discovery and utilization of latent customer needs in innovation. It illustrates repeated experimentation and improvement of service with customers and ultimately supports the implementation of service-dominant logic in innovation.

The S-D logic-informed “hamburger” model of service innovation and its implications for engagement and value

PurposeWhile research on customer engagement and service innovation is rapidly emerging, limited insight exists into the interface of these topic areas. However, given the shared notion of (e.g. customer/firm) interactivity across these concepts, the purpose of this paper is to explore their theoretical interface that remains nebulous to date.Design/methodology/approachBuilding on a literature synthesis, the authors develop an S-D logic-informed “hamburger” model of service innovation that depicts the service innovation process, and its ensuing outcomes for particular actor groups, including the firm, its customers, etc. They conclude by proposing frontiers for future research that arise from the model.FindingsThe authors explore the theoretical foundations of customer engagement and service innovation, and integrate these in their S-D logic-informed “hamburger” model of service innovation. In the model, they acknowledge the key role of organizational resources in enabling service innovation, which will interact with specific service innovation actors (e.g. customers, employees) to create successful service innovations. The model next proposes service innovation development and implementation, from which focal service innovation actors will seek, and derive, particular types of value (e.g. profit for the actor of the firm), as shown at the top of the model. They conclude by offering a set of future research directions that arise from the model.Research limitations/implicationsThe S-D logic-informed “hamburger” model of service innovation can be used to guide future research into service innovation, including studies investigating service innovation’s role in driving customer engagement and value.Practical implicationsThe attained insight will be useful to managers seeking to enhance their service innovation-based returns (e.g. by suggesting ways in which service innovation can enhance customer engagement).Originality/valueThe authors propose a novel, S-D logic-informed “hamburger” model of service innovation and its key antecedents (e.g. firm-based resources) and consequences (e.g. customer engagement and value).

Art-oriented model of hotel service innovation

PurposeThe development of artistic services is often unsuccessful because quality artistic services are characterized by offering new experiences to customers and pursuing excellence of the performing services in the details. To successfully facilitate developing artistic services, this study builds an ambidextrous service innovation and service effectiveness (ASISE) model that describes the processes and steps of art-oriented services development.Design/methodology/approachA case study was conducted on Relais & Châteaux (R&C) hotel membership in Taiwan to better understand the steps and activities that describe service innovation processes. Triangulation was performed by compiling secondary data (e.g. official R&C notebooks and documents relating to Volando) and conducting field investigations and semi-structured interviews (with managers, employees, customers, artists).FindingsThis study combined the ambidexterity perspective with the Plan-Do-Check-Action (PDCA) principle and expanded the application range of the model from improving the service process to addressing the overall service innovation process, and included the gradual construction of the eight steps of scanning, linking, designing, performing, assessing, feedback, improving and adjusting.Practical implicationsHotels can use the ASISE model developed by this study to simultaneously create new artistic service activities and enhance the effectiveness of current artistic services.Originality valueBased on the ASISE model, which emphasizes an art-oriented and continuous cycle, this study thoroughly analyzed the obstacles of integrating art into hotel service processes, and successfully established a series of steps for developing art-oriented services.

A Multilevel Model of Service Innovation in the Android App Market

Prior research on service innovation has often taken a process view in examining how internal and external resources can be combined and integrated to enhance service innovation. Yet in the app eco...

Business co-creation for service innovation in the hospitality and tourism industry

PurposeThis study aims to test a theoretical model of co-creation dynamics, service innovation and competitive advantage. The authors explore the dynamics of collaboration between travel agents and their suppliers in co-creating value for their customers. A research model is proposed to examine the relationship among six co-creation elements (co-creation dynamics), service innovation, competitive advantage and two antecedents: technology adoption and environmental change and the moderating effects of trust.Design/methodology/approachAn empirical survey was performed based on travel agencies in Taiwan and Malaysia. A total of 105 valid responses from Taiwan and 102 valid responses from Malaysia were received. SPSS and partial least square were used to analyze the data.FindingsA new six-element construct of co-creation dynamics was suggested. All the proposed effects were found significant in which trust enhanced the effect of elements of innovation for Taiwan travel agencies. However, in contrast to the proposed hypotheses, technology adoption had no direct effect, whereas trust had no moderating effect for Malaysia travel agencies.Practical implicationsThis study suggests that managers should include co-creation approaches with partners and customers while developing new services. The identification of areas that may be lacking can allow managers to develop capabilities to improve business co-creation competency.Originality/valueThis study links the relational view with service-dominant logic that emphasizes business co-creation and service innovation as operant resources and a key fundamental source for competitive advantage. This study also looks at interpreting business co-creation and discusses whether business co-creation affects service innovation in the hospitality and tourism industry.

Service Innovation in Malaysian Banking Industry towards Sustainable Competitive Advantage through Environmentally and Socially Practices

Globalisation and increasing market competitiveness have driven banking institutions toward innovativeness in their operation to gain sustainable competitive advantage. Banking institutions are now competing on the basis of services rather than on the basis of physical products as it is hard to distinguish between products of competing brands in a given product category. It is the service offered by the banks that manifests true value. Service innovation involves intangible resources for a more radical service logic perspective that challenges the conventional attribute-based view of services delivery designs. It goes beyond the conventional boundaries of product innovativeness and involves assimilation of improved service processes by means of designing and improvising service delivery systems. In fact, the Malaysian banking industry has witnessed radical transformations based on many innovations in products, processes, services, business models, technology, and delivery systems. The pervasive influence of information and communication technology has revolutionized in banking. There has been relatively little research investigated the appropriate service innovations that influence firm performance in Malaysian banking industry. Thus, this research paper attempts a look at identifying the initiatives of Maybank Malaysia toward sustainability through a planned and systematic service innovation. The study is conceptual, based on survey of literature and document analysis. Two models of innovation 4P's of Innovation models by Bessant and Tidd (2011) and Six Dimensional Model of Service Innovation by den Hertog, van der Aa and de Jong (2010) were used in the study. It is observed that Maybank is moving towards sustainable competitive advantage through environmentally and socially responsible business practices. The findings of this paper aim to contribute to the strategic planning of banking institutions by optimizing their resource allocation to ensure sustainable growth.