Service Innovation Practices Research Articles

IMPROVING MECHANISMS OF MANAGING INNOVATION PROCESSES AT SERVICE ENTERPRISES (IN CASE OF UZBEK HOTELS)

Background: Service innovation is critical for enhancing competitiveness and customer satisfaction in the hospitality industry, particularly within hotel enterprises. Specific Background: This article examines the theoretical foundations of service innovation and its significance in the hotel sector, integrating insights from both international research and local practices in Uzbekistan. Knowledge Gap: Despite the growing recognition of service innovation, there is a lack of comprehensive studies that address the unique challenges and opportunities faced by hotels in Uzbekistan compared to global trends. Aims: The aim of this article is to analyze existing literature on hotel economy and service innovation, highlight successful service innovation practices from leading global hotels, and propose actionable recommendations for Uzbek hotel businesses. Results: The review of foreign research, coupled with case studies of innovative practices in both international and Uzbek hotels, reveals key trends and strategies that can be adapted to the local context. Novelty: This work contributes to the existing literature by providing a comparative analysis of global service innovations and their applicability to the Uzbek hospitality sector, thus filling a significant research gap. Implications: The findings underscore the importance of adopting innovative practices to enhance service delivery and operational efficiency in Uzbek hotels, offering valuable insights for stakeholders aiming to improve their competitive edge in the evolving hospitality landscape. Ultimately, the article concludes with recommendations grounded in both international and national experiences in service innovation management, guiding future initiatives in the Uzbek hotel industry.

How do service innovation practices develop frontline employee resilience capabilities in not-for-profits?

PurposeThis study aims to explore how not-for-profit organisations (NFPs) adopt service innovation and improve their employee resilience capabilities as a response to environmental changes arising from marketisation of public services.Design/methodology/approachUsing a multiple case-study research design, this study involved 32 interviews with frontline employees working in a not-for-profit care-providing organisation.FindingsThis study finds that the development of absorptive capacity can facilitate service innovation adoption in NFPs and improve employee resilience in times of transition.Originality/valueThis study offers theoretical insights on service innovation, absorptive capacity and employee resilience in NFPs. It makes practical recommendations that will enable NFPs to help frontline employees better adopt service innovation practices in business models endorsed by the private sector.

Enhancing green service innovation behavior through green involvement: the role of information technology adoption

Purpose Developing green innovative services is critical to the restaurant industry to achieve significant benefits as well as environmental sustainability. This study aims to explore the mechanisms through which employees’ green involvement can foster green service innovation behavior.Design/methodology/approach The data set garnered from employees who worked in restaurants was used to test these mechanisms. A partial least square technique was conducted on this data set.Findings The results revealed the employees’ green involvement significantly influences their green service innovation intention, which subsequently influences their green service innovation behavior. Furthermore, information technology (IT) adoption was found to fortify the linkage of employee green involvement with green service innovation intention.Practical implications The results suggest to the restaurant industry that awareness of green service innovation and IT adoption practices can help restaurants to develop effective sustainability work practices and meet societal expectations.Originality/value This study extends the restaurant management literature by linking the green involvement of restaurant employees to green service innovation intention as well as identifying the moderating role of IT adoption underlying this link.

Research on Data-Driven Public Service Innovation Practice of Rural Tourism Culture

Research on Data-Driven Public Service Innovation Practice of Rural Tourism Culture

Service innovation practices and customer loyalty in the telecommunication industry.

The study sought to assess differences in innovation practices in the telecommunication industry, customer perception of service innovations, and how service innovation practices influence the loyalty of mobile subscribers. A quantitative research approach was adopted to study 250 samples from active subscribers of the leading mobile telecommunication companies in Ghana. Descriptive and regression analytical approaches were used to analyze the study's objectives. The result indicates service innovation practices significantly influence loyalty. Innovative service concepts, innovative service processes, and new technologies significantly influence customer loyalty with the latter having the strongest influence. The study contributes to the scanty literature on the mentioned subject within the Ghanaian context. Additionally, this study focused on the service sector. Despite the sector's contribution to the world's Gross Domestic Product (GDP), previous studies have largely focused on the manufacturing sector. Based on the findings, the study recommends that the management of MTN, Vodafone, and Airtel-Tigo in collaboration with R&D and Marketing departments must invest financial and cognitive resources to develop innovative technologies, processes, and services to address the service convenience, efficiency, and effectiveness needs of customers. The study further recommends that financial and cognitive investment should be based on market and consumer research, and customer interaction. This study recommends similar studies using qualitative research methods in other industries such as banking and insurance.

Local Government Public Service Quality Innovation in Bengkulu City: A Case Study of SAMSAT VIRTU Application

Public Service Innovation enables governments to innovate in the design and delivery of public goods and services. However, it needs careful planning, leadership, and stakeholder coordination. In addition, officers in the public sector must learn to detect social and aspirational challenges. On the other hand, research into public service innovation efforts has only made a limited effort. It means that Indonesian public service innovation, particularly those acknowledged and assessed by the Ministry of Administrative Reform, has received less elaboration. This study aims to describe and provide an overview of an innovation in public services in the field of motor vehicle tax payments called SAMSAT VIRTU. This study was designed using a qualitative approach through the descriptive method by utilizing the two data sources, including primary data collected from interviews and secondary data used via library research. In addition, quality services theory consists of five crucial elements: tangible, reliability, responsiveness, assurance, and empathy are studied. The study results indicate that the public service innovation practice carried out by the Bengkulu Regional Government is considered quite successful. It can be seen from the enthusiasm and response of the people who come to get services at SAMSAT VIRTU. This study concludes that Public Service Innovation is a necessity carried out by government administrators in Bengkulu city to improve the quality of public services. Theoretical policy implications are related to the local government's capacity to develop Innovation, which three main strategies that affect the ability of government organizations to innovate, namely, leadership credibility; strong management teams; and Governing board functioning. The practical implications are a grand national design regarding government innovations related to the implementation of the main functions and tasks of government, namely the function of public services and public goods delivery.

Service-driven Advocacy: From Tourists’ Felicity to Preeminent Destination Loyalty

Innovative endeavours targeting the tourism industry has prevailed as crucial attempts in cultivating tourist satisfaction and restoring destination image, while overcoming severe backlash of the Covid-19 pandemic in recent years through reconstructing destination loyalty. Founded above the established groundwork of Stimulus-Organism-Response (SOR) Theory, this study aims to examine the influence of service innovation on destination loyalty in the Malaysian tourism industry. A self-administered survey was conducted among 400 international tourists who visited Malaysia. Usable data was collected from 322 international tourists and analysed using the structural equation modelling technique. Obtained findings indicate the significance of interrelationships between service innovation, tourist satisfaction, destination image, and destination loyalty, with destination image being a mediating factor on tourist satisfaction and destination loyalty. Given intense competition of the tourism industry within the Asia Pacific region, current results are useful for tourism practitioners to formulate and implement effective and innovative marketing strategies towards sustainable competitive advantage. Generated knowledge enables tourism practitioners to benchmark service innovation practices in creating positive destination image, tourist satisfaction and destination loyalty.

Potret Kebijakan Inovasi Pelayanan Publik di Indonesia Tahun 2020

Public service innovation is the primary key to good governance development launched in most countries in the world, including Indonesia. There have been many innovative programs carried out by several Ministries, Institutions, and Local Governments in practice. Still, there is no comprehensive portrait related to the tradition of public service innovation. The study aims to obtain a complete description of the public service innovation practices in 2020 using indicators of innovators, types of innovation, goals and achievements of innovation, policy sector and geographical aspects. This descriptive-explorative research type applies an archival method that focuses on secondary data usage, and the results are then analyzed using both Nvivo 12 and SPSS. The result shows that: (1) Innovators are dominated by local governments because the scope of service issues is more varied and specific. (2) The type of policy innovation that is oriented to the process aspect dominates the proposed proposal because of the ease and implementation factor. (3) Most innovation outcomes are in problem-solving, which shows the orientation to problem-solving that is more practical and real impact. (4) The health sector is getting more attention in policy innovation because of the trend of actual needs in the field, making it the primary sector. (5) The institution participants in Java island are much higher than outside Java, showing the imbalance in the quality of human resources

Influence of Service Innovations on Profit Growth: a Case of Motor Vehicle Retailers

Organisations implement innovation strategies to remain competitive and achieve improved business performance. Previous studies have focused more on product and technology innovations. The purpose of this article is to determine the influence of service innovations on the financial performance of organisations – specifically profit growth – using the theory of competitive advantage. A quantitative research method was employed to achieve the research objective, with linear regression analysis used to analyse the primary data. Cronbach values were calculated to determine the reliability and validity of the research instrument used to collect the primary data. The findings of the research on which this article is based, confirm the existence of a positive relationship between service innovation practices and profit growth. Recommendations are made to key stakeholders in the motor vehicle industry, and future research directions are outlined.

Antecedent of service innovation effectiveness in small and medium enterprises: a case of hospitality sector in Nepal

For a country's economic growth and the productivity of the market, innovation is an integral factor. Service innovations today are transforming into a huge area for investigating dynamic relationships among technological and human processes that lead to the transition to the organization and management of services. In the hospitality industry, service innovation is very commonly needed. Conventional techniques in the hospitality industry are also very popular and notions prevails that hospitality is hard to innovate. With this the aim of this research is to examine the service innovation practices and its effectiveness in hospitality sector small and medium enterprises of Nepal. A sample of 308 responses has been collected from SMEs in hospitality sector. The findings indicate that the effectiveness of service innovation is limited. The highest correlation is observed with process innovation and followed by service innovation, organisational innovation, marketing innovation and human capital competency. It was found that there is an influence of service innovation, process innovation, marketing innovation, organizational innovation, and human capital competency on effectiveness of service innovation in SMEs of hospitality sector. SMEs from the hospitality sector could use innovation drivers to meet the ultimate company goals by service innovation effectiveness.

Learning Orientation, Service Innovation and Performance of Hotels in Ilocos Sur

The study determined the level of learning orientation and service innovation; likewise, it assessed the performance of hotels in Ilocos Sur. It employed the descriptive-correlational method of research. It found out that the hotels have high levels learning orientation and service innovation practices in service, market, process, and organization-related dimensions. The hotels in Ilocos Sur have a high level of performance. Managers are still encouraged to pair employees with mentors. Mentoring relationships can foster positive and productive working relationships, helping employees learn and gain encouragement and support in their jobs. When coached with encouragement, employees can help the hotel adapt to changes and reach the next level of success. 2.Hotels should build more networks. By having more connections, there will be bigger opportunities. Having more social networks and local and international professional groups like Hotel and Restaurant Associations of the Philippines and Philippine Hotel Owners Association Inc. will help hotels build stronger connections, thus increasing their financial, guests, and internal business process performance.

How to scale up contact-intensive services: ICT-enabled service innovation

PurposeWhile scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services – struggle to innovate their offerings. The reason is that the scaling of CIS – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this paper is to identify and describe the practices used in scaling CIS to support ICT-enabled service innovation.Design/methodology/approachThe research draws on an in-depth analysis of three CIS to examine service innovation practices. The analysis informs model development for service scaling.FindingsThe analysis uncovers three practices for service scaling – service interaction analysis, service pivoting and service validation – and their related activities that are applied in a cyclic and iterative logic.Research limitations/implicationsWhile the findings reveal that the scalability of CIS is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in CIS.Practical implicationsThe insights into the practices enable service providers of CIS to iteratively revise their service offerings and the logic of creating value with the service.Originality/valueThis research identifies and describes for the first time the practices for the scaling of CIS as an operationalisation of ICT-enabled service innovation.

Integrating technology to service innovation

融合科技到服务创新：论酒店和旅游管理中的重要事情和未来研究方向摘要研究目的本论文旨在讨论新兴科技对服务创新的应用以及酒店和旅游管理领域中的未来发展方向。本论文通过全面回顾文献，对服务创新中的客户服务提供基础理解。研究设计/方法/途径本论文通过对酒店、旅游、以及商业领域顶尖期刊文献做文本分析，以达到研究目的。研究结果本论文提供了新兴科技对服务创新措施的多方面讨论。研究结果强调了科技对酒店和旅游管理创新中的重要地位，对未来研究做出了指导性意见。研究原创性/价值本论文的主要贡献在于向学术研究人员和服务提供商展示，如何运用科技来加强客户感知价值、体验、以及客户参与。关键词服务创新、顾客价值、顾客体验、顾客参与、价值共创、科技、批判性文献综述论文类型文献综述

Service innovation of cold chain logistics service providers: A multiple-case study in China

This exploratory study investigates how cold chain logistics service providers (LSPs) in emerging markets gain competitive advantage through service innovation, and how state ownership and regulatory pressure influence their innovation practices. By applying a multiple-case study research design, this study examines service innovation in four leading cold chain LSPs in China. For each case, specific service innovation practices are documented and coded according to the service innovation framework adapted from previous research. The results show that service innovation is indeed important impetus for cold chain LSPs' superior competitiveness, even though previous research suggested that firms in this industry are not as innovative as others. Cold chain LSPs in emerging markets tend to innovate in providing new value-added and differential service offerings to specific customers, industries or regions. Cross-case analysis also reveals that high state-owned share and regulatory pressure may limit LSPs' capability for investing service innovation and developing novel business models.

The Effects of Corporate Social Responsibility on Service Innovation Performance: The Role of Dynamic Capability for Sustainability

The effects of corporate social responsibility (CSR) on product and technological innovation have been thoroughly examined. However, the relationship between CSR and service innovation remains largely unexplored. We examined the relationship between community and environmental CSR and service innovation performance, with further exploration of the mediating mechanism between them. Based on social capital and dynamic capability theory, we developed a model revealing that CSR improves the performance of service innovation through an advanced dynamic capability to address rapidly changing environments. Through the use of structural equation modeling and hierarchical regression analyses, we tested the conceptual model with a data set of 298 small- and medium-sized enterprises in China. The results demonstrate that the positive influence of community CSR on service innovation performance is partially mediated by dynamic capability, whereas this effect of environmental CSR is fully mediated by dynamic capability. These findings have important implications for both CSR and service innovation practice and theory.

The Effectiveness of Service Innovation Practices to Reduce Energy Consumption Based on Adaptive Theory

Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. The purpose of manufacturing enterprise service is to reduce energy consumption. We offer a new account based on an adaptive theory perspective. This paper investigates the relationship among three types of service innovation practices and service innovation performance in manufacturing enterprise. The study further examines environmental uncertainty as a moderator between service innovation practices and service innovation performance. Data collected from 59 manufacturing enterprises in China, and is analyzed and used to validate the article’s theoretical and empirical contributions. The findings reveal that three types of service innovation practices have positive effects on service innovation performance. In addition, the results show that the effect of guide-based service innovation practices on service innovation performance is weakened in manufacturing enterprise when there are higher levels of environmental uncertainty. The effect of project-based service innovation practices on service innovation performance is weakened in manufacturing enterprise when there are higher levels of environmental uncertainty. Based on the results, this study provides implications for service innovation and support roles in fostering and sustaining innovation, which generate sustainable competitive advantage.

Customer co-creation in hotel service innovation

PurposeWith increased competition in service sector due to dynamic nature of customers’ taste and preferences, service providers have realized the importance of co-creating with customers across various stages of new service development. Co-creating with customers require a focused attention on the psychological variables that influence customers to participate in developing a new service. However, availability of scant literature creates difficulty in comprehending co-creative hotel service innovation practices, especially in developing country like India. The purpose of this paper is to explore the inter-relationships among the customer participation in hotel service innovation variables with the help of interpretive structural modeling (ISM) approach.Design/methodology/approachISM approach is used to determine the direction of customer participation and categorization of psychological variables with their driving and dependence power. Identification of related variables was done through a review of literature initially and arrived at a common consensus through brainstorming sessions with academicians and hotel industry experts.FindingsThe results indicate that a few variables possess higher driving power that include: consumer innovativeness, customer participative behavior, customer socialization, willingness to co-create, role clarity, customer ability and their interlinking. Thus, the research contributes in the development of relationship among various identified variables of customer participation in service innovation (CPSI) using ISM.Research limitations/implicationsThis study suggests that hoteliers should co-create with customers to develop new services by understanding their psychological variables that play a crucial role determining their active participation in new hotel service offerings.Practical implicationsThis study suggests that hoteliers should co-create with customers to develop new services by understanding the enablers of customer participation in co-creative hotel service innovation. Hoteliers can have hierarchical map of their customers for co-creating at different stages of service innovation or can segregate the variables as per their driving and dependence power for enhanced applicability of the variables. Further, the observed inter-relationships among the CPSI variables can guide the managers in planning and implementing identified relationships for successful implementation of co-creative service innovation.Originality/valueTo the best of the authors’ knowledge this study is the first to provide an integrated model using ISM and Matrix Impact Cross-Reference Multiplication Applied to a Classification (MICMAC) analysis with a goal to identify and classify various key enablers of customer participation in co-creative hotel service innovation in India. The authors believe that this study will enhance the understanding of the psychological factors influencing customer-firm co-creative service innovation activities and help the academicians and industry practitioners to select right enablers for customer participation in co-creative hotel service innovation. Thus, this study will be the foundation for studying co-creative service innovation using the ISM and MICMAC approaches.

Antecedents of co-creation intention and their role in developing technology-based new services via customer involvement: a conceptual analysis

Although many companies are using technology-based services (TBS) to support service innovation, academic research on involving customers for co-creating new services is very limited. Companies find it challenging to develop co-creation intention among customers during service innovation practices, as they vary from one to other based on their characteristics and depending upon situational factors. In this study, we try to explore the constructs related to customer characteristics and situational factors that are highly pertinent to co-creative service innovation in TBS research to show their relational linkages with the help of propositions and a conceptual framework. The findings conceptualise relevant traditional and contemporary issues of cocreative service innovation in TBS literature and explore the significance of relationships between antecedents such as personal innovativeness and trust with the outcome-customers' co-creation intention. Future research may undertake empirical approach to validate or revise the propositions presented in this conceptual paper.

Archetypes of Service Innovation: Implications for Value Cocreation.

Service innovation is a key source of competitive differentiation across firms and markets. Despite growing attention from practitioners and academics alike, systematic scholarly inquiry into service innovation’s diverse theoretical foundations has to date been limited. This article explores different approaches to service innovation and proposes a typology of four archetypes, each informed by a distinct theoretical perspective and by different underlying assumptions. Process-based and output-based archetypes focus on value-adding phases and output value, respectively. Experiential and systemic archetypes have attracted less attention but become central for firms seeking to cocreate phenomenologically determined value within the service ecosystem. The article also contributes to service innovation research and practice by bringing together the existing archetypes, which were previously treated separately. Juxtaposing these archetypes and emphasizing value and value cocreation, the article proposes an integrative view of how novel value cocreation can be enhanced in service innovations. Finally, we develop an agenda for future research, encouraging researchers and managers to plan service innovations systematically, deploying each archetype in value cocreation, and combining them within an integrative approach.

Service innovation management practices in the telecommunications industry: what does cross country analysis reveal?

Service innovation management practice is currently being widely scrutinized mainly in the developed countries, where it has been initiated. The current study attempts to propose a framework and empirically validate and explain the service innovation practices for successful performance in the telecommunications industry of two developing countries, Malaysia and Bangladesh. The research framework proposes relationships among organisational culture, operating core (innovation process, cross-functional organisation, and implementation of tools/technology), competition-informed pricing, and performance. A total of 176 usable data from both countries are analysed for the purpose of the research. The findings show that organisational culture tends to be more influential on innovation process and cross-functional organisation in Malaysian telecommunication industry. In contrast, implementation of tools/technology plays a more instrumental role in competition-informed pricing practices in Bangladesh. This study revealed few differences in the innovation management practices between two developing countries. The findings have strategic implications for the service sectors in both the developing countries regarding implementation of innovative enterprises, especially in Bangladesh where innovation is the basis for survival. Testing the innovation management practices in the developing countries perhaps contains uniqueness in the field of innovation management.