The Influence of Service Innovation Capability for Self‐Service Technology Investment

2018 ◽  
Vol 36 (4) ◽  
pp. 544-558
Author(s):  
Hung‐Tai Tsou ◽  
Lu‐Jui Chen
Keyword(s):  
Service Innovation ◽  
Innovation Capability ◽  
Technology Investment ◽  
Self Service ◽  
Self Service Technology

scholarly journals How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?

2020 ◽  
Vol 12 (12) ◽  
pp. 5119 ◽  
Author(s):  
Taehyee Um ◽  
Taekyung Kim ◽  
Namho Chung
Keyword(s):  
Word Of Mouth ◽  
Service Failure ◽  
Service Innovation ◽  
Negative Word ◽  
Competitive Advantages ◽  
Communication Interface ◽  
Service Failures ◽  
Self Service ◽  
Sustainable Services ◽  
Self Service Technology

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

Service Innovation Capability in Social and Health Care SMEs: The Impact of Market Orientation and Technology Orientation

2021 ◽  
Vol 29 (03) ◽  
pp. 183-206
Author(s):  
Sanna Joensuu-Salo ◽  
Emilia Kangas ◽  
Jutta Mäkipelkola
Keyword(s):  
Health Care ◽  
Market Orientation ◽  
New Technologies ◽  
Service Innovation ◽  
Important Variable ◽  
Innovation Capability ◽  
Mixed Methods Design ◽  
Long Run ◽  
Technology Orientation ◽  
The Impact

Developing new services is vital for a service-based company to succeed in the long run. This requires both innovation capability and understanding customer needs. Previous research has shown that if a firm wishes to develop an innovation superior to the competition, it must have both a strong technology orientation and a strong market orientation. The objective of this study was to examine the effect of market orientation and technology orientation on service innovation capability in SMEs operating in the field of social and health care. In addition, this study examined the obstacles to using digitalization and new technologies in service innovations. Mixed methods design was applied so both quantitative and qualitative data was used. The results from the quantitative part of this study show that both technology orientation and market orientation have a positive and statistically significant effect on service innovation capability in SMEs operating in the field of social and health care. Furthermore, market orientation is the most important variable in the model. The results from the qualitative element again show that some of the hindering factors of using digitalization and new technologies arise from practices and attitudes of social and health care actors but others arise from the digitalization and new technologies themselves.

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