Service Innovation Performance Research Articles

Service Innovation Performance in Sierra Leone's Banking Sector: An Empirical Analysis

This study investigates the innovation efficiency of Sierra Leone's banking sector, utilizing Data Envelopment Analysis (DEA) across 14 commercial banks representing 70% of the sector's total assets from 2017 to 2022. By analyzing existing financial and operational data, the study assesses performance variations and identifies disparities in innovation efficiency among these institutions. Findings indicate significant discrepancies in innovation efficiency levels, highlighting the critical role of strategic investment in technology and innovation for enhancing competitiveness and growth. This research contributes theoretically and practically to the literature on service innovation in banking in developing countries. It provides empirical evidence of the efficacy of DEA models in performance evaluation, offering benchmarks and strategic insights that could inform future policy and operational strategies. The study underscores the need for Sierra Leone banks to continually invest in innovative capabilities to maintain and enhance their competitive edge in a dynamic financial environment.

A Study on the Impact of Digital Competence, Teamwork on Service Innovation Performance: Moderating Effect Based on Open Innovation

A Study on the Impact of Digital Competence, Teamwork on Service Innovation Performance: Moderating Effect Based on Open Innovation

Can Digital Transformation Promote Service Innovation Performance of Construction Enterprises? The Mediating Role of Dual Innovation

With the ongoing intensification of VUCA environment, enhancing service innovation performance has become a crucial choice for enterprises striving for sustainable development. The emergence of digital transformation offers construction enterprises an opportunity to bolster their service innovation performance. However, effectively leveraging digital transformation for this purpose remains a formidable challenge. Therefore, this study proposes a theoretical model from the perspective of Resource-Based View, named “Digital Transformation-Dual Innovation-Service Innovation Performance”, to explore the impact of digital transformation on the service innovation performance of construction enterprises. This model proposes the impact path of digital transformation on service innovation performance, as well as a mediating role of dual innovation in this relationship. A questionnaire was designed and administered in China for collecting 291 valid responses. An analysis revealed that digital transformation exerts a positive impact on both dual innovation and service innovation performance, with the former proving to be more significant. Furthermore, dual innovation not only significantly enhances service innovation performance but also serves as a partial mediator between digital transformation and service innovation performance. The findings of this research clarify the internal mechanism by which digital transformation empowers service innovation in construction enterprises, offering insights for enhancing service innovation performance and achieving sustainable development.

Effect of internal knowledge sourcing on multinational enterprise subsidiaries' service innovation performance: the mediating role of organisational learning

Effect of internal knowledge sourcing on multinational enterprise subsidiaries' service innovation performance: the mediating role of organisational learning

Influence of Organizational Ambidextrous Culture in Manufacturing Enterprises on Service Innovation Performance

With the development of the service economy, the service-oriented transformation of the manufacturing industry has become a crucial strategy pursued by major manufacturing enterprises globally. They must constantly innovate their services and provide customers with comprehensive solutions to succeed in a dynamic market environment. Improving service innovation performance becomes a key element. Based on the service-dominant logic, this paper analyzes the organizational ambidextrous culture in the manufacturing industry’s service transformation. A theoretical model is established with ambidextrous culture as the independent variable, service innovation performance as the dependent variable, external collaboration and internal collaboration as the mediating variables, and environmental uncertainty as the moderating variable. This study examines how an ambidextrous culture affects service innovation in manufacturing companies based on data from firms engaged in service innovation. By using the structural equation modeling for hypothesis testing, SPSS and AMOS version 23.0 software for analyzing, the following conclusions are obtained: first, organizational ambidextrous culture has a significant positive impact on service innovation performance; second, external collaboration and internal collaboration play mediating roles in the relationship between ambidextrous culture and service innovation performance; third, environmental uncertainty positively moderates the relationship between ambidextrous culture, internal and external collaboration, and service innovation performance.

Breaking away from servitization paradox to improve manufacturing enterprises' service innovation performance: the roles of market orientation and service supply chain dynamic capability

PurposeBased on the dynamic capability theory, our study tries to explore the mediator mechanism of service supply chain dynamic capability between market orientation and service innovation performance, as well as the boundary conditions in which service supply chain dynamic capability plays a role, in order to reveal the key elements and their mechanisms for manufacturing enterprises to improve service performance.Design/methodology/approachWith a total of 317 valid questionnaires, structural equation modeling (SEM) was used to test the research model and hypotheses.FindingsThe empirical results confirm that the three types of service supply chain dynamic capability (environment insight capability, resource integration capability and resource reconfiguration capability) can partially mediate the relationship between firm market orientation (responsive and proactive market orientations) and service innovation performance. In addition, supply chain collaboration has different types of moderator effects on the relationship between the three types of service supply chain dynamic capability and service innovation performance.Originality/valueThis research discovers that market orientation and dynamic capability are the key factors leading to high service performance and reveals the mediating role of service supply chain dynamic capability between market orientation and service innovation performance. Moreover, this research explores the moderating role of supply chain collaboration in service supply chain resource reconfiguration capability and service innovation performance.

Towards a conceptual model of measuring the influence of service innovation on business performance

The purpose of this paper is to develop a conceptual model that can be utilised to measure the influence of service innovation on business performance. The complexity adaptive theory is adopted as an overarching theoretical lens in this paper. A literature review of previous studies on the influence of service innovation on business performance for the period 2010 to 2023 was conducted to achieve the research objective of this paper. This paper argues that the impact of environmental factors in the relationship between service innovation and business performance should not be neglected. Future research directions are provided in this paper.

LEADING IN THE DIGITAL AGE: CONCEPTUALISING DIGITAL LEADERSHIP AND ITS INFLUENCE ON SERVICE INNOVATION PERFORMANCE

Although firms rely on employees’ innovative work behaviour and effective leadership to achieve service innovation performance, these relations remain underexplored, especially regarding digital leadership. We conceptualise a digital leader’s capabilities and explore influences on innovative work behaviour and service innovation performance, using the dynamic capabilities view as a theoretical lens. Applying a multi-method exploratory research design, our qualitative results, based on 34 expert interviews, deliver a taxonomy of digital leadership capabilities along three dimensions. With 249 survey participants, we quantitatively tested dimensional influences individually (multidimensional view) and collectively (unidimensional view) using structural equation modelling. In line with our mediation results, both views are significantly positively related to innovative work behaviour; still, only the unidimensional view significantly influences service innovation performance. Our results underpin the comprehensive character of digital leadership capabilities contributing to innovation research with a new “antecedal” perspective. We also provide practical relevance by revealing innovation-effective leadership capabilities.

Service innovation decision for manufacturing enterprises based on a coopetition perspective

Based on product technology, service innovation can enable manufacturing enterprises to achieve value-added and competitiveness improvement. But the resources and capabilities of individual enterprises hinder service innovation, more and more enterprises choose to cooperate with competitors for service innovation. Therefore, this paper studies the strategic issues of service innovation in manufacturing enterprises based on the theory of coopetition. First, we construct a competition game model between two manufacturing service integrators (MSIs) regarding service prices, service levels, and service innovation investment. Then, a coopetition game model is established and compared for analysis. We have found that cooperation between MSI and competitor for service innovation can provide higher-quality services and create higher market demand. However, cooperation is not always beneficial for service innovation, as there exists a favorable environment for cooperation within which MSIs can achieve higher profits with lower service prices and investment in service innovation. In addition, the spillover effect in competition strategy is positively related to the service innovation performance of MSIs, but it has little impact under the coopetition strategy. These findings provide guidance and reference for the development of service innovation and service-oriented transformation in manufacturing enterprises.

Customer Engagement in Service Innovation Performance of the Wellness Industry - Based on the fsQCA Method

This study uses complexity theory to explain and better understand the causal patterns of factors that stimulate customer engagement in service innovation performance of the wellness industry in a digital technology environment. To this end, it identifies digital technology and knowledge management as essential factors in service innovation from a customer perspective and proposes a conceptual model and three research propositions. To test the propositions, it employs fsQCA on a sample of 404 experienced customers in the wellness industry. Findings indicate that six configurations of customer perceived value and environmental conditions can explain the high quality of service innovation performance. This study contributes to the literature by offering new insights into the relationships among predictors of service innovation performance from a customer engagement perspective. And advancing the theoretical ground of how customer perceived value and environmental conditions (i.e., knowledge management, digital technology) combine to explain high-quality service innovation performance better. The findings support that the environment for customer engagement in service innovation needs to be more interactive to target customers’ perceived value and improve service innovation performance in the wellness industry.

Research on network capacity, absorptive capacity and service innovation performance of technology business incubators—based on PLS-SEM and fsQCA methods

Introduction: In the new economic normal, technology incubators are an important support to achieve the growth of strategic emerging enterprises. On the basis of resource based theory, organizational learning theory, inter-organizational relationship theory, and network capability theory, this study constructs a theoretical framework and hypotheses of the impact of network capability within the “resource-capability-relationship” perspective, absorptive capacity on service innovation performance of technology business incubators.Methods: This study uses 234 Chinese incubators in the incubator network as samples and applies partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to explore the questions mentioned above.Results: The results verify the relationship between network capacity, absorptive capacity, and service innovation performance. Furthermore, the results yield four paths that lead to high service innovation performance, such as “network capability orientation” and “high absorption orientation”, which are different combinations of network capacity and absorptive capacity.Discussion: The research results are important for improving the innovation performance of technology incubator services and ensuring the stable and effective operation of incubated enterprises.

The Effects of New Service Development Antecedents On New Service Performance: A Research On E-Commerce Businesses

Purpose: The purpose of this dissertation is to determine the dimensions of e-commerce businesses in service innovation and to reveal the effects of these dimensions on new service performance, along with the effects of new service accomplishment on the marketing performance of e-commerce businesses. 
 Method: The research was conducted between June 18, 2020 - September 20, 2020. The convenience sampling method was used in the study. The data collected from the research conducted on e-commerce companies were analyzed by Structural Equation Modeling (SEM). 
 Findings: According to the results of the analysis, it has been found that the exogenous variables of strategic investment, service innovation experience, information technology experience, and competitive environment have a significant and positive impact on the new service performance of e-commerce businesses. However, exogenous variables of risk tolerance, collaboration, and consumer demand did not substantially affect the service innovation performance of e-commerce businesses. In addition, as a result of the analysis, service innovation performance on marketing performance has also been found to have a significant and positive impact.
 Discussion: It can be stated that it is essential for e-commerce businesses to gain experience in service innovations, to analyze the competitive environment correctly, and focus on information technologies and their strategic investments in service innovations.

Customer involvement and servitization in hybrid offerings: moderating role of digitalization and co-creation

PurposeThis study examines the impact of customer involvement (CI), technology strategy, firm internationalization and servitization on product and service innovation performance (SIP) in hybrid offerings. In addition, it investigates the moderating role of digitization and co-creation in the relationship mentioned above.Design/methodology/approachA research framework was developed through the lens of service-dominant (S-D) logic theory, and the proposed research hypotheses were empirically tested. Primary data were collected via the survey method, and structural equation modeling was used to analyze the data.FindingsFindings of this study suggest that the S-D logic theory effectively explains CI and servitization in hybrid offerings. Furthermore, digitization is a crucial driver of SIP. Additionally, this paper finds that co-creation moderates between servitization and innovation performance of hybrid offerings.Practical implicationsBesides theoretical contributions, this study presents valuable insights to manage service networks during servitization.Originality/valueFirst, this work proposes a comprehensive framework of hybrid offerings' driving factors (i.e. CI, firm internationalization, technology strategy and servitization) and their impact on product and SIP. Second, it tests the moderating effects of digitalization and co-creation in the context of hybrid offerings.

The influence of service innovation on police performance: an empirical investigation

PurposeMany organisations attempt to improve their performance through innovation but innovative activities exert an undefined influence on police performance. Furthermore, studies on determining the role of creative leadership and knowledge sharing on the relationship between service innovation and police performance are scarce. Thus, the aforementioned relationship was empirically analysed in this study using creative leadership and knowledge sharing as moderating variables.Design/methodology/approachIn this quantitative cross-sectional study, data were collected from 435 Ajman police employees using an online questionnaire. The hypothesised associations were tested using partial least squares structural equation modelling.FindingsThe statistical findings clearly demonstrated that service innovation favourably influenced the Ajman police performance. Creative leadership positively moderated the relationship between service innovation and police performance while knowledge sharing did not.Research limitations/implicationsThe results presented a wide range of theoretical and practical implications. Police performance can be improved by promoting service innovation, which can be enhanced by creative leadership.Originality/valueEmpirical research that examined the connection between innovation and police performance is scarce. Additionally, the role of creative leadership and knowledge sharing in this relationship is unknown. Thus, this research aims to close the knowledge gap and provided data to support the hypotheses. This study is unique as these factors are used in police agencies.

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

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.

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

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

Enhancing Service Innovation Performance through Customer Involvement: The Mediating Role of Knowledge Sharing and Organisational Learning in Financial Service Companies in Guangdong

This paper focuses on the knowledge-intensive financial service enterprises in Guangdong province as the research object, with the key objective of studying how customer participation can enhance innovation performance in knowledge-intensive service industry, and by integrating social learning theory, knowledge-based view theory, and trust theory. The research reveals the essential characteristics of innovation in knowledge-intensive service industry, designs relevant scales for customer participation in knowledge-intensive service innovation, and explores the impact mechanism and operation mechanism of customer participation on innovation performance in knowledge-intensive financial service industry. This paper proposes a theoretical framework for the impact of customer participation on innovation performance and achieves innovative research results in several aspects.

Relationship Between Strategic Orientation, Service Innovation and Its Impact on Market Performance

The purpose of this research is to analyze the relationship between a company's strategic direction and the effectiveness of its service innovation and market presence. Owners and administrators were given a preliminary survey questionnaire to fill out. While correlation looks at the link between factors, regression demonstrates the null hypothesis. Customer focus, competitor focus, cost focus, inter-functional coordination, service innovation, and market success were all examined using various techniques. Our research showed that when looking at combined industries, only the link between client focus and service innovation is supported, while the link between service innovation and market performance is not. There is evidence to support the hypotheses that service innovation boosts market performance in the telecommunications sector, and that a focus on competitors and costs contributes to a more creative environment. While service innovation does support market performance in the food and beverage business, it does not support the relationship between cost orientation and inter-functional coordination. Few empirical investigations have focused on service innovation like this one. More research is needed to determine how a company's strategic direction affects its ability to innovate its products, but the findings of this study are transferable to other service industries.

Understanding the Efforts of Cross-Border Search and Knowledge Co-Creation on Manufacturing Enterprises’ Service Innovation Performance

Based on the enterprise knowledge-based view, this study follows the basic logic of “knowledge acquisition-knowledge transformation-knowledge creation” to explore the effects of cross-border search and knowledge co-creation on the service innovation performance of manufacturing enterprises. Furthermore, compositional capability is introduced to investigate the moderator in the connection of knowledge co-recreation and service innovation performance. We collected 378 samples from the organizations that are taking servicizing transformation in China’s manufacturing industry. Then we applied structural equation modeling (SEM) to test our research model. The results reveal that both cross-border technological knowledge search and cross-border market knowledge search can significantly improve embedded knowledge co-creation and alliance-based knowledge creation of manufacturing enterprises, and then, directly and indirectly, boost service innovation performance. Compositional capability positively moderates the relationship between embedded knowledge co-creation and service innovation performance. This study provides theoretical and practical guidance for knowledge-based service innovation in China’s manufacturing industry.

Formation of hotel employees’ service innovation performance: Mechanism of thriving at work and change-oriented organizational citizenship behavior

Building upon self-determination theory and social exchange theory, this study proposes a research framework and examines the formation of service innovation performance. Data was collected during the COVID-19 pandemic in 2021. A total of 374 hotel employees from 92 departments were collected in Taiwan. The results revealed that both leader-member exchange (LMX) and coworker support exert positive effects on thriving at work and change-oriented organizational citizenship behavior (OCB). Besides, thriving at work exerted positive effects on change-oriented OCB, and change-oriented OCB exerted positive effects on service innovation performance. Furthermore, thriving at work partially mediated (1) the relationship between LMX and change-oriented OCB, and (2) the relationship between coworker support and change-oriented OCB.