The current study is focused to empirically identify the relationship between digitalization, customer experience, satisfaction, and performance in the hotel industry of Indonesia. In doing so, the ...authors seek to examine the technological antecedents of customer experience (CUE) by examining the role of green information systems (GIS) and service innovation (SEI). Moreover, the study also aims to investigate the association of SEI and GIS with customer satisfaction (CUS) and hotels environmental performance (ENP). The novelty of the present study lies in identifying and testing the joint effects of the studied variables in improving the understanding of customer satisfaction and environmental performance in an existing complex environment. The results of PLS-SEM confirm that customer experience and environmental performance have a positive and significantly influenced by the green information system. Moreover, the results further suggested that customer experience and customer satisfaction have significantly and positively impacted by service innovation. Finally, the results of PLS-SEM confirm that environmental performance and customer satisfaction have significantly and positively impacted by customer experience in multinational firms in Indonesia.
The literature on service innovation has identified many factors that contribute to its success. However, the literature is fragmented concerning identifying and analyzing the critical factors that ...lead to success in service innovation. This article has two main objectives. First, we describe, analyze, and synthesize these critical factors via a literature review of the research conducted on service innovation. Second, we outline a framework that consists of the most influential Critical Success Factors (CSFs). The systematic literature review analyzed a sample of 317 articles published between 1985 and 2018. The analysis identified 16 of the most influential critical factors that are included in a proposed conceptual framework for service innovation. This article contributes theoretically with an analysis and synthesis of the success factors for service innovation and by offering a practical tool in the form of a conceptual framework that can be used as an analytical tool by firms and their service managers. Furthermore, this study identifies new areas for research in service innovation, focusing on discovering CSFs for service innovation in manufacturing companies, the influence of specific CSFs in organizational performance, or by empirically validating our conceptual framework as well as the impact of new technologies on success innovation factors. In the conclusion, we discuss the limitations of the research and offer suggestions for future studies.
Resumo: A literatura sobre inovação em serviços tem identificado muitos fatores que contribuem para seu sucesso. No entanto, esta literatura é fragmentada no que diz respeito à identificação e análise dos fatores críticos de sucesso (FCSs) da inovação em serviços. O artigo tem dois principais objetivos. Primeiro, ele descreve, analisa e sintetiza esses fatores por meio de uma revisão da literatura da pesquisa sobre inovação em serviços. Segundo, ele propõe uma estrutura conceitual que apresenta os fatores críticos mais influentes. Para atingir esses objetivos, o artigo utiliza uma revisão sistemática da literatura, considerando uma amostra de 317 artigos publicados entre 1985 a 2018. A partir da análise da literatura, foram identificados os 16 fatores críticos mais influentes, os quais formam a estrutura conceitual proposta para orientar a inovação em serviço. O artigo traz uma contribuição teórica com sua análise e síntese dos fatores para inovação em serviços e uma contribuição prática com sua estrutura conceitual, a qual pode ser usada como ferramenta analítica pelas empresas e seus gerentes de serviços. Além disso, o artigo identifica novas oportunidades de pesquisa relativos à inovação de serviços com foco na descoberta de FCSs para inovação de serviços em empresas de manufatura; a influência de fatores específicos no desempenho da organização, a validação empírica da estrutura conceitual proposta e a avaliação dos impactos de novas tecnologias nos fatores críticos relativos à inovação em serviços. Para concluir, o artigo discute limitações e oferece sugestões para pesquisas futuras.
Knowledge of how customers co-create value, the way that suppliers and providers co-produce services, and how research and development centers and universities transfer technologies is becoming ...increasingly important to scholars' understanding of service innovation. This paper presents an analysis of the relationship between inward and outward innovation activities in service organizations and their modes of innovation, using network innovation premises and an extended innovation model. Empirical data from retail, health and education sector service organizations show the existence of a relationship between the degree of development of the inward innovation process and the degree of development of outward innovation activities. The majority of service organizations have innovation processes with an orientation toward customers and suppliers rather than other service network members, and leading service organizations follow a path that the literature defines as oriented toward the service value network. Findings lead to implications of how innovation managers could develop their internal innovation capacity to balance inward and outward activities properly.
Purpose For decades, there has been a call for the public sector to be more innovative, and there is widespread agreement that managers play a crucial role in meeting this goal. Most studies of ...innovation management focus on top-level managers, despite the fact that most innovation activities take place on the frontlines, deeply embedded in professional practice. Meanwhile, micro-level studies of innovation tend to focus on the agency of employees, which leaves a knowledge gap regarding the mobilizing role of frontline managers. This is unfortunate because frontline managers are in a unique position to advance the state of the art of their professions, in scaling public innovation and in implementing public reform.Design/methodology/approach To explore how frontline managers approach innovation, a case study has been constructed based on in-depth interviews with 20 purposely selected frontline managers, all working within the Danish public childcare sector.Findings The article explores how frontline managers perceive their role in public innovation and finds three distinct approaches to innovation leadership: a responsive, a strategic and a facilitating approach.Originality/value This paper contributes to the research on public management by applying existing research on leadership styles in order to discuss the implications of how frontline managers perceive their role in relation to public innovation.
This study investigates the effect of open innovation on firm performance through different types of innovation, namely, product, service, and process innovation. Set in the context of the small and ...medium enterprise (SME) sector, the study examines SME capabilities obtained from outbound and inbound knowledge flow to adopt innovation. Several studies have demonstrated that the open innovation variable and the type of innovation are some of the most important factors influencing firm performance. This study uses quantitative methods and a research sample of 107 SMEs in Malang City, East Java Province, Indonesia. The results indicate that open innovation has a positive and significant effect on product, process, and service innovation, but does not have a significant direct effect on firm performance. In addition, product innovation and process innovation do not have a significant effect on firm performance; however, service innovation does have a significant effect on firm performance. Furthermore, service innovation is able to mediate the relationship between open innovation and firm performance. The study results and their theoretical and practical implications are also discussed.
Borderless e-commerce originated within the international trade domain and has been significantly shaped by the societal backdrop of economic globalization and the rapid advancement of internet ...technologies. This evolution has given rise to numerous B2C borderless e-commerce platforms. While there has been a growing recognition of the importance of service innovation, there remains an incomplete understanding and a need for further refinement in the service evaluation system. Consequently, the scientific assessment and enhancement of service innovation capabilities have become focal points of research both domestically and internationally. Existing research has predominantly focused on the development models and challenges of import e-commerce retail platforms, with theoretical studies taking precedence. However, there is relatively limited emphasis on the evaluation and empirical analysis of service innovation capabilities in borderless e-commerce platforms. This study aims to bridge the existing research gap by constructing a scientifically accurate evaluation framework and employing statistical methods to comprehensively investigate and assess the service innovation levels of Chinese import borderless e-commerce retail platforms. To address this gap in understanding, this study has selected four import borderless e-commerce retail platforms in China as research subjects. Subsequently, an evaluation model for these import borderless e-commerce retail platforms was constructed through factor analysis to establish an evaluation index system. Then, the service innovation abilities of these four platforms were calculated and ranked within this index system using the TOPSIS model. This process facilitates a deeper exploration of the underlying reasons for their differences and provides clear developmental pathways for these platforms to bolster their service innovation capabilities. The results indicate that there exists a direct correlation between the market share and popularity of e-commerce platforms and their service innovation capabilities. Furthermore, luxury brand marketing and high market share can significantly enhance their service performance. These findings carry valuable implications for guiding the development of borderless e-commerce import platforms.
Purpose
– The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing.
Design/methodology/approach
...– For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework.
Findings
– By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance.
Originality/value
– To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.
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