Exploring service innovation and value creation: The critical role of network relationships

Hsiao, Yung‐Chang

doi:10.1017/jmo.2017.40

Cited by 10 publications

(9 citation statements)

References 137 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The perceived competence to develop new services to fit a buyer's evolving needs can increase buyer attention (Yen and Hung, 2013;Kamp and Parry, 2017). Moreover, when firms engage aggressively in service innovation, their employees are likely to build interaction networks with clients to create added value during the service innovation period (Hsiao, 2017). Therefore, this study proposes the following hypotheses:…”

Section: Perceived Service Innovation Competence and Relative Attentionmentioning

confidence: 99%

Suppliers’ local network embeddedness and buyers’ joint innovation

Liu

Chen

Tsou

2019

IMR

View full text Add to dashboard Cite

Purpose The purpose of this paper is to investigate the effects of original equipment manufacturing suppliers’ local network embeddedness on buyers’ relative attention and joint innovation through service innovation competence. Design/methodology/approach A structural equation model was analyzed using AMOS 21 with data derived from 165 buyers in the Taiwanese electronics industry. Findings From the buyer perspective, suppliers with embedded network relationships in emerging markets are perceived to be service oriented and to have relative attention and joint innovation that are attractive to buyers. In addition, the findings of empirical testing conducted in this study suggest that perceived exploitative and explorative service innovation competence partially mediate the relationship between perceived network embeddedness and relative attention, while explorative service innovation competence partially mediates the influence of perceived network embeddedness on buyers’ joint innovation. Originality/value This study innovatively employed a buyer perspective to examine the servitization of manufacturing suppliers and the effects of this on the buyer–supplier relationship, providing new insights into the role of service innovation competence as well as important theoretical and managerial implications.

show abstract

Section: Perceived Service Innovation Competence and Relative Attentionmentioning

confidence: 99%

Suppliers’ local network embeddedness and buyers’ joint innovation

Liu

Chen

Tsou

2019

IMR

View full text Add to dashboard Cite

show abstract

“…Service innovations arise within business relationships and evolve through the collaboration of a network of actors, and ideas for new service modules can result from interaction with clients (de Blok et al , 2014; Edvardsson et al , 2017; Gremyr et al , 2019; Kitsios and Kamariotou, 2020). Hence, developing, managing and maintaining relationships with firm customers offers organizations opportunities to quickly access knowledge, support innovation and improve NSD performance (Chen et al , 2014; Hsiao, 2019; Lee et al , 2021; Lusch and Nambisan, 2015). Qian et al (2020) provide an insight into the connections of supply chain performance with buyer-supplier relationship quality from the relationship quality scholars’ perspective.…”

Section: Theoretical Foundationsmentioning

confidence: 99%

Does service modularity enhance new service development performance in supply chains: an empirical study

Osman

Jian

2023

JBIM

View full text Add to dashboard Cite

Purpose Customer firms and suppliers are valuable knowledge resources that can be used for achieving superior new service development (NSD) performance. This study aims to investigate how supply chain relationship quality (SCRQ) and knowledge sharing promote the success of NSD, and examines service modularity as an important contingency factor that enhances NSD performance in supply chains. Design/methodology/approach Based on service-dominant logic, this study builds a conceptual model to empirically explore the impacts of SCRQ and knowledge sharing on NSD performance, and highlights the moderating effect of service modularity by means of survey methodology of 295 Chinese service firms to test the research hypotheses. Findings Regression analysis results show that SCRQ has significant positive effects on knowledge sharing and NSD performance; knowledge sharing plays a partial intermediary role between SCRQ and NSD performance; and service modularity partially moderates the relationships between SCRQ, knowledge sharing and NSD performance. Research limitations/implications Generalizations here are limited to Chinese service firms. Service modularity in manufacturing firms experimenting with servitization has yet to be examined and provides a good avenue for future research. Originality/value This study contributes to service management literature by providing empirical understanding of how service modularity affects NSD performance in multiprovider contexts. Furthermore, this study offers novel insights on the impacts of inter-firm relationship quality and knowledge sharing in modular collaborative innovation.

show abstract

“…High-quality customer service has a positive impact on customer satisfaction (Al-Adwan et al, 2020;Campbell, 2020), and customer satisfaction is one of the crucial parameters in ensuring organization growth through customer engagement and loyalty (Hsiao, 2019;Mosa et el., 2020). Moreover, the majority of the service delivery and resources involved in customer service are based on human vocal interactions between CSRs and clients.…”

Section: Review Of Literature and Hypotheses Developmentmentioning

confidence: 99%

Paying Lip Service?

David

Harison

2022

International Journal of Enterprise Information Systems

View full text Add to dashboard Cite

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction levels in voice interactions. The paper used method triangulation that utilizes multiple data sources to gain comprehensive understanding of the domain, including auditory observations, focus group interviews, customer survey, and a review of recent academic studies. The findings indicate that customer experience and satisfaction are influenced by the relative values of voice pitch between the CSR (customer service representative) and the customer. The major conclusion of the study suggests that voice fundamental pitch, speech rate, voice amplitude, and other communication parameters might deploy hidden power and affect service interaction's results. The study opens a new venue for research on social interaction adjustment from the CSR's perspective and from the customer's standpoint.

show abstract

Exploring service innovation and value creation: The critical role of network relationships

Cited by 10 publications

References 137 publications

Suppliers’ local network embeddedness and buyers’ joint innovation

Suppliers’ local network embeddedness and buyers’ joint innovation

Does service modularity enhance new service development performance in supply chains: an empirical study

Paying Lip Service?

Contact Info

Product

Resources

About