Understanding the role of service innovation behavior on business customer performance and loyalty

Woo, Heeseok; Kim, Sang Jin; Wang, Huanzhang

doi:10.1016/j.indmarman.2020.12.011

Cited by 42 publications

(29 citation statements)

References 99 publications

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“…It is expected that more individuals will seek to consume in a more conscious, responsible and sustainable way (Severo, De Guimarães, & Dellarmelin, 2021). Consequently, the innovation perceived in the business model is likely to have an impact on competitive advantage of social businesses in the market (Woo, Kim, & Wang, 2021). That is, social enterprises will have to strive to create, propose and capture value in a meaningful way in their service offered to customers.…”

Section: Discussionmentioning

confidence: 99%

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Cavazos‐Arroyo

Puente‐Díaz

2021

Journal of Technology Management & Innovation

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Social enterprises need to identify an innovative and differentiated business model to more efficiently meet the needs of their clients and survive in the long term. However, research on customer perception of this innovation is scant. Therefore, the objective of this research was to explore the effect of socially responsible consumption on the business model innovation perceived by clients of social enterprises in the service sector and its effect on satisfaction and loyalty. A quantitative cross-sectional study was conducted with 400 customers of social enterprises in the services sector in Mexico. Results showed that socially responsible consumption had a positive influence of perceived business model innovation. Perceived business model innovation had a direct, positive influence on customer satisfaction and an indirect positive influence on loyalty. The implications of the results were discussed.

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Section: Discussionmentioning

confidence: 99%

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Cavazos‐Arroyo

Puente‐Díaz

2021

Journal of Technology Management & Innovation

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“…To measure a firm’s digital platform innovation, we used nine times which were adopted from prior research (e.g., Sedera et al, 2016 ). Similarly, following prior research (e.g., Woo et al, 2021 ), we adopted nine items to measure a firm’s digital service innovation. To measure a firm’s supply chain management capability, we carefully reviewed the related literature and adopted a nineteen-item scale to measure the firm’s supply chain management capability ( Wu et al, 2006 ; Peng et al, 2016 ).…”

Section: Methodsmentioning

confidence: 99%

Digital Innovation and Firm Environmental Performance: The Mediating Role of Supply Chain Management Capabilities

Wang

Teng

2022

Front. Psychol.

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Given the omnipresence and profoundness of the ongoing pandemic from the Coronavirus disease 2019, its potential spread can be minimized through social distancing. However, this practice causes increasing difficulties and undesirability of traditional transactions or interactions. Accordingly, various manufacturing firms around the world have become more committed not only to accelerating the development of digital technologies, but also to integrating them with existing processes. In this study, we address an important issue of how manufacturing firms can adapt to the ever-changing volatility and unpredictable global business environment, and achieve sustainable growth by developing a strong supply chain management capability. Two specific interrelated research questions are considered: (1) How do supply chain management capabilities contribute to firm environmental performance; and (2) What are the sources of such capabilities? In so doing, we integrate various forms of digital innovation into a supply chain management capability logic to explore their antecedents and consequences. By using survey data from 272 manufacturing firms in China, we examine the relationship between three key forms of digital innovation (i.e., product, platform, and service) and firm environmental performance. Results show that digital product, platform, and service innovations all have positive contributions to supply chain management capability. In turn, supply chain management capabilities have a partial mediating effect between digital product innovation and firm environmental performance, but a full mediating effect between digital platform and service innovations and firm environmental performance.

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“…For instance, the IB of employees will be positively influenced by the organizational innovation atmosphere (Szczepa nska-Woszczyna, 2015). Also, organizational culture that encourages risk taking and creativeness, empowerment practices, managerial support, effective reward system, open communication, quality of superior-subordinate relationship, job characteristics, and individual differences may be important determinants for individual innovation (Hietschold et al, 2020;Woo et al, 2021). Moreover, the provision of some external compensation can promote employees' IB, but excessive and premature external compensation can backfire.…”

Section: Influence Of Knowledge Sharingmentioning

confidence: 99%

Influence of knowledge sharing, innovation passion and absorptive capacity on innovation behaviour in China

Liu

Tan

2021

JOCM

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PurposeThis paper aims to address the question of what can significantly impact employees' IB and how employees' IB may be effectively stimulated by investigating key factors such as employees' knowledge sharing, innovation passion, absorptive capacity and risk-taking behaviour on workplace innovation. The moderating role of risk-taking behaviour on the link between absorptive capacity and innovation behaviour is also investigated.Design/methodology/approachBased on the principles of social exchange theory, the study design explores the complex relationship among knowledge sharing, innovation passion, absorptive capacity and risk-taking vis-à-vis employees' innovation behaviour within a unified analysis framework. Methodologically, employees in the information technology industry in China were surveyed via a questionnaire instrument, with a total of 318 valid questionnaires being collected online. Following a reliability and validity test of the questionnaire, the Smart PLS was used to verify the research model.FindingsStatistically significant results reported were as follows: (1) employees' innovation behaviour is positively impacted by knowledge sharing, innovation passion and absorptive capacity; (2) employees' innovation behaviour is negatively impacted by risk-taking behaviour; (3) knowledge sharing is positively impacted by innovation passion; (4) absorptive capacity is positively impacted by innovation passion; and (5) risk-taking behaviour regulates the relationship between absorptive capacity and innovation behaviour.Research limitations/implicationsOwing to limited research resources, 318 front-line employees were surveyed via an online questionnaire vis-à-vis the sampling method only, specifically taking knowledge sharing, innovation passion, absorptive capacity and risk-taking behaviour as antecedent variables with implications on how employees' innovation behaviour may be stimulated.Originality/valueThe mechanism of augmenting employees' innovation behaviour is chiefly explained from the perspective of innovation passion and risk-taking behaviour, which are conducive towards promoting employees' willingness to improve knowledge sharing and innovation behaviour. The social exchange theory is used as a basis to form an integrated model for the research, contributing to a cumulative theoretical perspective for future work on the impact of innovation passion and risk-taking behaviour on innovation.

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Understanding the role of service innovation behavior on business customer performance and loyalty

Cited by 42 publications

References 99 publications

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Digital Innovation and Firm Environmental Performance: The Mediating Role of Supply Chain Management Capabilities

Influence of knowledge sharing, innovation passion and absorptive capacity on innovation behaviour in China

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Understanding the role of service innovation behavior on business customer performance and loyalty

Cited by 42 publications

References 99 publications

Customers&#8217; Perception of Business Model Innovation in Social Enterprises in Mexico

Customers&#8217; Perception of Business Model Innovation in Social Enterprises in Mexico

Digital Innovation and Firm Environmental Performance: The Mediating Role of Supply Chain Management Capabilities

Influence of knowledge sharing, innovation passion and absorptive capacity on innovation behaviour in China

Contact Info

Product

Resources

About

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico