Sustainable Service Innovation Research Articles

Incorporating resource optimization for sustainable airline service innovation business decision model: toward circular economy policy achievement

Incorporating resource optimization for sustainable airline service innovation business decision model: toward circular economy policy achievement

Sustainable Cyber Incivility and Service Innovation: Does Transformational Leadership Matter?

In recent years, there has been an upswing in the research on cyber incivility and its impact on individuals and organizations. Despite its negative consequences, cyber incivility has become increasingly common in the workplace as an increasing number of employees use technology to communicate. This study investigated the impact of cyber incivility on the service innovation of Jordanian hotel workers and the mediating effects of leadership change. A comprehensive survey involving employees of Jordanian hotels was conducted, and responses were subjected to structural equation modeling analysis using Smart PLS 4.0 software. The analysis reveals that cyber incivility has a significant negative direct impact on service innovation, while transformational leadership demonstrates a positive and significant direct effect on service innovation. Additionally, the mediating role of transformational leadership in the relationship between cyber incivility and service innovation is negative and significant (β = −.171, ρ = 0.000), emphasizing its crucial contribution to mitigating the adverse effects of cyber incivility on service innovation in the hotel industry. These findings have important implications for hotel managers seeking to improve their employees’ service innovation and mitigate the negative effects of cyber incivility.

Discovering the Sustainable Innovation Service Process of Organizational Environment, Information Sharing and Satisfaction: The Moderating Roles of Pressure

Sustainability issues have been highly impacted during the pandemic period, and issues of sustainability are receiving increasing attention and have been embedded in tourism and hospitality management. To follow customer changes and sustainability requirements, employee behavior is a significant determinant of organizations’ sustainable service innovation. Data were collected from 454 restaurant employees to confirm the proposed hypothesis and investigate the organization of sustainable service innovation processes. The results showed that organizational environments may encourage employees to engage in information sharing and satisfaction to enhance sustainable service innovation through achievement and improvement. Further, this study also asserts that pressure is a critical attribute that moderates the relationship between achievement and improvement for sustainable service innovation. Theoretical and managerial implications are also introduced and discussed.

Strategic management in Polish startups: strategy vs business model approach – research results

Startups` inherent qualities, as well as their crucial role in development, implementation and diffusion of improved goods and services, which reduce the use of natural resources or increase societal inclusion, enabled to identify two main goals of the paper. The first one is to get more insight into the way strategy and business model are used in startups. Second goal is to take a closer look at the relationship between them to find out, which one – if any – dominates. The way startup uses these approaches is going to have a significant impact on: implementation of management methods and tools, process of strategy identification and implementation, as well as business model innovation (BMI) management. Since BMI provides mechanisms to assist the innovation process for embedding sustainability, it can be viewed at as an alternative to product or process innovation. Hence, the way BMI is implemented is critical not only for sustainable product and service innovation, but also startup`s sustainable growth. The five-step research procedure included both qualitative and quantitative research methods, main one being survey questionnaire. The sample comprised 152 Polish startups. Research results confirmed, that both strategy and business model approaches were used by the sample companies. It means that well-known and established strategic management tools do hold significance also in startups. In the context of relationship between these two approaches, two main conclusions can be drawn. Firstly, all three scenarios included in the research were used; secondly, the most popular one being business model adapted to strategy. Moreover, research results suggest, that there is a point in startup`s life cycle, at which it starts to focus on its strategy, bringing it closer to company model typical for strategic management mainstream.

Unravelling the Potential of Digital Servitization in Sustainability-Oriented Organizational Performance—Does Digital Leadership Make It Different?

This research proposed and enhanced a statistically reliable paradigm for determining the impacts of the role of digital servitization (DS) as a potential facilitator of sustainable and smart service innovation ecosystem (SSSIE) establishment and sustainability-oriented organizational performance (SOOP) improvement. Additionally, this research aimed to cast light on the role of digital leadership (DL) as a moderator of the hypothesized model. Structural equation modeling and multigroup analysis (MGA) were employed to process and analyze the data procured from a cross-sectional convenience sample of 412 respondents representing various public service sector organizations (PSSOs). The statistical outcomes corroborated that DS was positively and significantly correlated to SSSIE establishment, and at the same time, SOOP was significantly intensified by DS and SSSIE. Next, the nexus between DS and SOOP was enhanced when SSSIE was operationalized. Lastly, the MGA outcomes confirmed that all of the coefficients in the proposed model were statistically significantly different under the moderating effect of DL. These obtained findings could bring numerous valuable in-depth insights for practitioners and policymakers in digital initiatives management and governance.

Motives of Long-Term Participants in Recreational & Fitness Sport from a Socio-Psychological Perspective

In order to achieve competitiveness and a long-term establishment in the market, fitness studios need sustainable product and service innovations. This is of crucial importance, as customer satisfaction can be achieved through the targeted servicing of customer expectations, resulting in a positive influence on customer loyalty and economic success. All value-added processes of the fitness studio must be geared without restriction to the fulfilment of customer expectations. Findings from studies on motives in fitness sport can help, on the one hand, to take into account the special wishes of the athletes in the design of the offers and, on the other hand, to implement their marketing more effectively due to the more specific target group orientation. The present study provides a motive-related orientation framework for the field of fitness sport on the motivation of long-term participants to exercise. Members of a health-oriented fitness club in a large city were surveyed. The questionnaire consisted of 15 items that can be grouped into seven motivational areas. The questionnaires were available in the fitness club and could either be filled out directly on site or taken home and filled out at home. A total of 350 questionnaires were handed out, 278 of which were completed and returned. The response rate was 79.4 percent. The respondents were members who trained exclusively on equipment. The gender distribution is almost equal with a slight surplus (just under 53%) of male respondents. The mean age of respondents is 56.6 years, with a spread around the mean of 13.1 years. Among respondents with a membership of more than one year, the mean length of membership is 11.6 years (dispersion: 7.5 years). The results show that there is a very differentiated picture of the motives for fitness training. The spectrum ranges from motives named by more than 90% of the respondents to motives named by significantly less than 10% of the respondents. The various 15 motives .........

The orchestration of sustainable mobility service innovations: understanding the manifold agency of car sharing operators

Service-based alternatives to private vehicles and public transport are increasing. These innovations are hoped to boost the transition to sustainable mobility, addressing challenges such as congestion, air quality and the large share of CO2 resulting from traffic. To achieve this transition, there is an urgent need for collaboration between private companies and public authorities, especially locally. We claim that insufficient attention is paid to the agencies of the practical actors, such as car sharing operators, which is the key to understanding what this collaboration requires. Orchestrating the collaboration successfully is also a prerequisite for the sustainability of the services. We use interview data from car sharing operators and public authorities in Finnish cities to analyze the local-level implementation of shared mobility services. Our results show how the local public authorities play a crucial role in allowing the services to flourish but also ensure the services’ environmental and social sustainability.

A hybrid intelligence approach for sustainable service innovation of smart and connected product: A case study

Nowadays, smart and connected product (SCP) is gradually replacing the traditional functional products, which has attracted widespread attention from the industry and academia. Service innovation, as a crucial part of SCP iterative improvement, is a multi-criteria decision-making (DM) process facilitated by intelligent automation (IA) and cognitive technologies. However, product user’s intelligence (e.g. physiological feeling) that can intuitively reflect and evaluate the product service satisfaction is rarely considered in the process of service innovation. Hence, it is difficult to measure the product users’ preferences with precise numerical terms to make a strategic decision. In order to fill this gap, a hybrid intelligence approach is proposed to perform the service innovation for SCP. The product-user data (e.g. subjective data and physiological data) and product-sensor data are collected and used for the process of service innovation. A smart group spinning bicycle system is presented as an elaborated case study to illustrate the proposed architecture and approach. The service innovation of real-time and dynamic monitoring, user participation improvement and smart feedback manners are achieved. In addition, an ergonomic experiment is conducted to validate the effectiveness of the proposed approach in implementing the service innovation for SCP.

How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

Service innovation in emerging economies: an inclusive perspective

Purpose of the paper: This research aims to examine the changing role of service innovation in emerging economies towards the more inclusive concept of service ecosystems. This perspective allows us to frame service innovation in emerging economies as a complex and dynamic system based on the interplay of social, economic and technological issues. Methodology: We adopt a qualitative in-depth case study to explore in a real life, contemporary bounded system how service innovation occurs in complex service ecosystems, such as the urban contexts in emerging economies. The study was conducted using both documentary and field investigations. It focuses on the analysis of the urban context of Curitiba in southern Brazil, which is well recognised as the world’s leading liveable, green, and inclusive city. Results: This study provides some evidence of how emerging economies could design and deliver sustainable service solutions to create service ecosystems. The research specifically emphasises the role of social, institutional and technological drivers that traverse all aspects of society and enable social changes and social practices to positively enhance and uplift the life of many people in society. Research limitations: The main limitation of the study is the single case study, which does not allow generalisation of the results. Practical implications: This paper offers new insights for designing and configuring practices for integrating available resources to enact sustainable and inclusive service innovation. Originality of the paper: This study advances the ongoing conversation on service innovation in emerging economies by combining the service logic framework with an ecosystems perspective. It identifies and operationalises co-responsibility as a scalable and sustainable practice that is rooted in and nurtured by social values (sustainability, solidarity, inclusiveness), specifically with regard to emerging economies.

The critical aspects of co‐creating and co‐capturing sustainable value in service business models

Numerous researchers and practitioners emphasize the potential to create value through sustainable business models (SBMs). However, little attention has been paid to how sustainable value is proposed, created, delivered, and captured in the organization, and how customers perceive sustainable value in service. The aim of this paper is to explore this research gap empirically through a case study of sustainable value (co‐)creation through SBMs of sustainable service innovations as experienced among two hotels' managers, employees and customers. The contributions of the study relate to the development of SBMs in service, where the value processes happen simultaneously and where the element value perception has to be added to the extant SBM literature, which is closely related to the creation and delivery of physical goods as in product‐oriented industries. The study also contributes through the dual perspective (providers and customers) on sustainable value proposition, value creation and value capture. The findings reveal different key aspects in creating and capturing sustainable value through SBMs and sustainable service innovation. The managerial implications for creating and implementing SBM in service stress the need for employee engagement, customer involvement and targeted and personal communication educating internal and external sustainability ambassadors.

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

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

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.

Effect of creative problem-solving teaching on the sustainable service innovation literacy of undergraduate hospitality students

Effect of creative problem-solving teaching on the sustainable service innovation literacy of undergraduate hospitality students

Integrated Framework of Growth Management for Identification of Service Innovation Levels and Priorities

Growth management depends on an accurate understanding of an organizations’ current situation within the market in which it operates. Literature indicates that there is still inefficiency in quantitatively diagnosing the driving factors of service innovation and growth management. The purpose of this research is to identify the levels and priorities of sustainable growth management strategies with detailed measurements for industrial service innovation. The research focuses on the construction industry as the case context to scrutinize and compare various indexes and policy platforms for the evaluation of service innovation and the development of a diagnostic framework. The paper further identified the developmental obstacles of service innovation from 585 survey responses from construction enterprise representatives from Shanghai, Beijing and Xi’an in China, using average score method and entropy weight method. The data analysis identified the service innovation level and development priorities for the enterprises can assist in determining sustainable service innovation paths. The research then combined the competitive advantage characteristics method using a cluster analysis to develop a growth management framework of service innovation in the construction industry. The research results indicated that the majority of analyzed enterprises were in the second phase of their development, with clear policy opportunities for increasing levels of service innovation. However, the results also indicate the majority of sample enterprises were not encouraging the efforts of employees to strive for innovation and were lacking appropriate investment funding towards service-related innovation. These two weaker aspects offer a starting point for firm-level managers to consider when aiming to improving service innovation. The paper contributes by advancing the quantitative evaluation of growth management policies for service innovation. Furthermore, it provides possible measures for improving service innovation with particular emphasis on service innovation in project-based construction enterprises. Finally, it offers a practical diagnostic tool to improve industry level growth via increased service innovation.

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.

Unintended Effects of Autonomous Driving: A Study on Mobility Preferences in the Future

Innovations in the mobility industry such as automated and connected cars could significantly reduce congestion and emissions by allowing the traffic to flow more freely and reducing the number of vehicles according to some researchers. However, the effectiveness of these sustainable product and service innovations is often limited by unexpected changes in consumption: some researchers thus hypothesize that the higher comfort and improved quality of time in driverless cars could lead to an increase in demand for driving with autonomous vehicles. So far, there is a lack of empirical evidence supporting either one or other of these hypotheses. To analyze the influence of autonomous driving on mobility behavior and to uncover user preferences, which serve as indicators for future travel mode choices, we conducted an online survey with a paired comparison of current and future travel modes with 302 participants in Germany. The results do not confirm the hypothesis that ownership will become an outdated model in the future. Instead they suggest that private cars, whether conventional or fully automated, will remain the preferred travel mode. At the same time, carsharing will benefit from full automation more than private cars. However, the findings indicate that the growth of carsharing will mainly be at the expense of public transport, showing that more emphasis should be placed in making public transport more attractive if sustainable mobility is to be developed.

Developing a sustainable service innovation framework for the hospitality industry

PurposeThis study aims to determine essential attributes of sustainable service innovation (SSI) in the Taiwan hospitality industry.Design/methodology/approachBy combining qualitative and quantitative methodologies while considering perspectives on sustainable management and service innovation, the present study extends the related literature on SSI and presents a new framework. The decision-making trail and evaluation laboratory (DEMATEL) analytical approaches are used to identify relations between dimensions and their causality attributes.FindingsThe findings of the DEMATEL result indicate that innovation diffusion has direct and indirect effects on dimensions of sustainable innovation and on organizational factors. Furthermore, sustainable innovation emerged as the most important attribute while the analytic network process analysis was used.Practical implicationsThe critical dimensions identified in this study may serve as guidelines that hospitality practitioners or hotel managers may use when engaging in SSI.Social implicationsSustainability management is ranked the most important criterion of sustainable practice, which indicates that considerations of sustainability are necessary when hospitality managers wish to carry out a sustainability project in an organization. Furthermore, organizational capabilities were ranked the most important criteria among all organizational factors. This finding implies that the first step involves establishing a shared vision.Originality/valueThe current study integrates and applies Rogers’ (2003) diffusion of innovations theory (DIT) to identify how to facilitate sustainability through service innovation. In so doing, this study can add to our knowledge in the hotel industry by using the DIT.

Service providers’ sustainable service innovation: service-dominant logic

ABSTRACTThis study examined the service innovation in different service providers with multiple case-study approach. From the perspective of service-dominant logic, four service innovation development models can be distinguished in Technology Development Program companies in Taiwan, including service system integrator and niche market, innovative service solution provider and niche market, innovative service solution provider and mass market, and service system integrator and mass market. Service providers develop ICT platforms, customer relationship management systems, community commerce services, and multi-channel services that are appropriate for a specific industry. On the one hand, active improvement of ICT service system integration extends company capabilities toward external cooperative partners through the provision of integrated product services and comprehensive solutions. On the other hand, innovative service solutions optimize consumer experience and customer relationship management and improve business effectiveness and reduce operations costs due to an important role assigned to services and experience in product sales.

Rebound effects in Living Labs: Opportunities for monitoring and mitigating re-spending and time use effects in user integrated innovation design

The effectiveness of sustainable product and service innovations is often restricted by limited market acceptance or unexpected consumption patterns. The latter includes rebound effects, which occur when resources liberated by savings are used for further consumption. Recently emerging research from the Living Lab is striving to address and anticipate challenges in innovation design by integrating users in prototyping and field testing product and service innovations. The paper presents findings from a literature review on rebound effects and expert interviews identifying methods to monitor and measures to mitigate rebound effects in early innovation design via Living Lab research.We find that monitoring and mitigating rebound effects in Living Lab research includes technological and behavioural triggers as well as socio-psychological and time use effects in addition to economic re-spending effects. The experts have confirmed that Living Labs contain the potential to observe complex demand systems of users within experimental designs, encompassing indirect rebound effects in terms of expenditure as well as time use. In this respect, Living Lab research can facilitate support for sustainable innovations, which aim to encourage changes in consumer behaviour, considering re-spending and time use effects simultaneously.