Service Delivery Innovation Antecedents and Impact on Firm Performance

被引：199

作者：

Chen, Ja-Shen ^{[1
]}

Tsou, Hung Tai ^{[1
]}

Huang, Astrid Ya-Hui ^{[2
]}

机构：

[1] Yuan Ze Univ, Chungli, Taiwan

[2] Amtran Technol Corp, Chong He, Taiwan

来源：

JOURNAL OF SERVICE RESEARCH | 2009年 / 12卷 / 01期

关键词：

service innovation; service delivery innovation; innovation orientation; external partner collaboration; information technology capability; INFORMATION-TECHNOLOGY CAPABILITY; DOMINANT LOGIC; FINANCIAL SERVICES; MARKET; PRODUCT; SUCCESS; COLLABORATION; ORIENTATION; INTEGRATION; COMMUNICATION;

D O I：

10.1177/1094670509338619

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Service innovation is one means of gaining an advantage in a highly competitive environment. In addition, service delivery has played a key role in interactions with customers in recent years. Yet, research on the link between innovation and service delivery is scant. This article theoretically and empirically examines innovation in service delivery and its antecedents and consequences. The authors identify innovation orientation, external partner collaboration, and information technology capability as the antecedents of service delivery innovation and analyze the impact of service delivery innovation on firm performance. Respondents were managers in the marketing and information technology departments of financial firms in Taiwan. Overall, 298 responses were received (including 123 paired responses from both department managers). Findings indicated that service delivery innovation contributes to firm performance. These results support the crucial influences of innovation orientation and information technology capability on service delivery innovation.

引用

页码：36 / 55

页数：20

共 98 条

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