Service innovation in Indian knowledge-intensive business services: the Wipro case

Appolloni, Andrea; Mavisu, Muge; Tarangapade, Sunil Kumar

doi:10.1504/ijlic.2013.057434

Cited by 7 publications

(6 citation statements)

References 53 publications

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“…Since the study confirmed that significant role of e-service quality dimensions on customers' online purchase intention, the policy makers or e-tailors should ensure the presence of these features in their product and service offerings on electronic market. Further, it is suggested that e-service providers should focus more on bringing innovation in their service offerings by their capabilities to create, integrate, transfer, assemble and leverage knowledge to gain competitive advantage [162], [163], [164]. Finally, the output of the study should also be informed to all stakeholders for effective decision making in relation to online purchase, which supports the implementation of E-SQ in other similar context.…”

Section: B Practical Implications Of the Studymentioning

confidence: 84%

Role of E-Service Quality (E-SQ) on Customers’ Online Buying Intention: An Extended Theory of Planned Behavior

2022

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With rapid growth in the field of communication, technology, and higher internet penetration, extensive usage of electronic services has become inevitable. Therefore, electronic services (e-services) have become very popular and one of the key determinants contributing toward e-business success. Consequently, it becomes essential to measure and evaluate customers' perceived E-Service Quality, which affects their purchase intention to buy online. Therefore, the current study examines the effect of customers' perceived E-SQ on their online purchase intention, as an extension of the Theory of Planned Behavior. The study included 449 samples of online buyers from Rajasthan state of India. To test reliability and validate the constructs of the measurement model, Confirmatory Factor Analysis was used using SPSS 24.0 and AMOS 24.0 software. Further, Structural Equation Modelling was used to validate and test empirically the causal relations between the constructs of the measurement model. The results revealed that judgments related to online websites have a strong positive relationship with the key features of E-SQ (e.g., reliability, responsiveness, personalisation, convenience, trust, ease of navigation, and ease of navigation). Further, in addition to this, results also indicate that Theory of Planned Behavior (TPB) can completely predict and explain the determinants of E-SQ, influencing customers' online purchase intention. Therefore, this study helps in providing scale measurement of online purchase websites to identify their E-SQ strengths and weaknesses, which can help them improve upon their weaknesses and try serving their customers better in the electronic marketplace.

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Section: B Practical Implications Of the Studymentioning

confidence: 84%

Role of E-Service Quality (E-SQ) on Customers’ Online Buying Intention: An Extended Theory of Planned Behavior

2022

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“…In this sense, upon finding empirical evidence pointing the effects of environmental uncertainty on MCS use (Rikhardsson et al, 2021); the effects of environmental uncertainty on product or process innovation (Bernd and Beuren, 2022;Mooi et al, 2020;Uzkut et al, 2016); the effects of internal and external knowledge in service innovation on knowledge intensive business services (Appolloni et al, 2013); the effects of MCS use on product or process innovation (Henri and Wouters, 2020;Santos et al, 2022); the mediator role of MCS use (Janka and Guenther, 2018;Languir et al, 2022;Mahama and Cheng, 2013); and theoretical frameworks that propose direct and indirect interactions among these constructs (Fried, 2017;Hall, 2016), it is postulated that the MCS use exercises a mediator role in the relationship between environmental uncertainty and product and process innovations. Hence, it is assumed that: H4.…”

Section: Direct and Indirect Effect Of Mcs Usementioning

confidence: 99%

“…The results of the control variables also bring new findings to the management literature upon revealing that older firms have higher product and process innovation levels. These results bring implications by signalizing that firms must mobilize internal factors to promote the innovation process (Appolloni et al ., 2013), especially in those that have innovation as a strategy to generate value and competitiveness.…”

Section: Description and Analysis Of The Datamentioning

confidence: 99%

Does environmental uncertainty drive the use of management control systems and innovation?

Luiz

Beuren²

2023

BPMJ

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PurposeThis paper analyzes the effects of environmental uncertainty on the use of Management Control Systems (MCS) and product and process innovation.Design/methodology/approachThe hypotheses were tested with data from a survey carried out with 140 managers of innovative Brazilian firms using structural equation modeling.FindingsThe analyzes show significant negative effects of environmental uncertainty on MCS use and non-significant ones on product and process innovation, which suggests that when environmental uncertainty increases, the MCS use decreases. In contrast, significant positive effects of MCS use on product and process innovation were found, despite environmental uncertainty permeating innovation. However, no mediating effect of the MCS use on the relationship between environmental uncertainty and innovation was observed.Research limitations/implicationsThis study presents implications to the management literature grounded on the Contingency Theory by pointing out negative effects of environmental uncertainty on MCS use and product and process innovation. This encourages research on other contingency factors that might be predictors of MCS use and innovation.Practical implicationsThe findings provide evidence that the analyzed organizational practices (MCS use and innovation) are conceived and implemented to disregard external stimuli, which may bring dysfunctional consequences that need to be monitored.Originality/valueThe study contributes by revealing that environmental uncertainty inhibits the MCS use and does not favor innovation. It was expected that MCS that produce information about the external environment would be valued and would have effects on the strategic planning in these firms.

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“…For instance, in their literature review, Obradovi c et al (2021) recently observed that 70% of the studies investigating the manufacturing industry studied the impact of openness on performance. In comparison, the downsides, failures and costs of openness have been quite neglected (Appolloni et al, 2013;Bogers et al, 2017;Chesbrough and Bogers, 2014;Huizingh, 2011;Vos and Achterkamp, 2006), with relatively few exceptions (von Briel and Recker, 2017;Brunswicker and Chesbrough, 2018;Ciesielska, 2018;Dahlander and Gann, 2010;Faems et al, 2010;Greco et al, 2019;Lhuillery and Pfister, 2009;Lokshin et al, 2011). Yet, as Enkel et al (2009) posed, too much openness can harm a firm in the long run, leading to a loss of control and core competencies.…”

Section: Introductionmentioning

confidence: 99%

“…(2021) recently observed that 70% of the studies investigating the manufacturing industry studied the impact of openness on performance. In comparison, the downsides, failures and costs of openness have been quite neglected (Appolloni et al. , 2013; Bogers et al.…”

Section: Introductionmentioning

confidence: 99%

The fine line between success and failure: an analysis of open innovation projects

Greco

Strazzullo

Cricelli

et al. 2022

EJIM

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PurposeDespite the multiple calls for research on the dark side of open innovation, very few studies have approached the topic so far. This study aims to analyse successful and unsuccessful open innovation projects.Design/methodology/approachThis study uses thematic analysis to describe the factors determining their (un)success. The researchers interviewed 27 managers and owners in the manufacturing sector. Then, the respondents were asked to discuss one successful and one unsuccessful open innovation project to explore the differences in triggers and setbacks, focusing on the causes that determined the failures.FindingsFindings show that many interviewees are reluctant to identify failure cases, which somewhat explains the paucity of studies on the topic, and others do so when the failure is recognised by a third party (such as a public institution not granting funds to the project). This study discussed how this phenomenon is linked with the paradoxical relation between innovation success and failure. It is also found that triggers and setbacks determining the project's (un)success are markedly differently based on the technological intensity of the firm. Implications for scholars and practitioners are also drawn.Originality/valueThis study provides a balanced view between open innovation successes and failures to offer informative recommendations to practitioners. Furthermore, it contributes to filling the scarcity of studies related to risks and failures of open innovation projects. This gap has been addressed by studying the factors that determine the success and unsuccess of an open innovation project.

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Service innovation in Indian knowledge-intensive business services: the Wipro case

Cited by 7 publications

References 53 publications

Role of E-Service Quality (E-SQ) on Customers’ Online Buying Intention: An Extended Theory of Planned Behavior

Role of E-Service Quality (E-SQ) on Customers’ Online Buying Intention: An Extended Theory of Planned Behavior

Does environmental uncertainty drive the use of management control systems and innovation?

The fine line between success and failure: an analysis of open innovation projects

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