Determinants of Co-Workers' Innovative Behaviour: An Investigation into Knowledge Intensive Services

2003 ◽  
Vol 07 (02) ◽  
pp. 189-212 ◽  
Author(s):  
Jeroen P. J. de Jong ◽  
Ron Kemp
Keyword(s):  
Success Factors ◽  
Positive Impact ◽  
Service Industries ◽  
Incremental Innovation ◽  
Service Development ◽  
Service Firms ◽  
New Service Development ◽  
Innovative Behaviour ◽  
Knowledge Intensive

Innovation researchers increasingly pay attention to service industries, resulting in a large amount of literature on success factors in new service development. However, the role of individual co-workers in innovation is still underexposed. This paper investigated the drivers of innovative behaviour of individual co-workers, which is considered to be a major determinant of incremental innovation. From the literature seven constructs were derived that are often discussed as drivers of innovation, but have not been tested as determinants of individual co-workers' innovative behaviour. Survey data were collected from 360 persons working in knowledge-intensive service firms. Based on a regression analysis, it appeared that perceptions of job challenge, autonomy, strategic attention and external contacts are positively related to innovative behaviour of individual co-workers. Also, operating in a market where firms compete on differentiation had a positive impact. On the other hand, a firm climate supportive to innovation and a high variation in demand did not affect innovative behaviour in a direct manner.

Cross-country differences in new service development

2019 ◽  
Vol 30 (2) ◽  
pp. 186-208 ◽  
Author(s):  
Aku Valtakoski ◽  
Javier Reynoso ◽  
Daniel Maranto ◽  
Bo Edvardsson ◽  
Egren Maravillo Cabrera
Keyword(s):  
National Culture ◽  
Success Factors ◽  
Positive Impact ◽  
Equation Modeling ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Country Differences ◽  
Cross Country ◽  
The Impact

Purpose The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.

scholarly journals NEW SERVICE DEVELOPMENT AND ITS FINANCIAL PERFORMANCE IN IRAN BANKING INDUSTRY

2015 ◽  
Vol 10 (5) ◽  
pp. 2177-2188
Author(s):  
Shahram Ghahramani ◽  
Mehran Rezvani ◽  
Farajollah Rahnavard
Keyword(s):  
Financial Performance ◽  
Structural Equation ◽  
Banking Industry ◽  
Positive Impact ◽  
Service Industries ◽  
Equation Modeling ◽  
Service Development ◽  
Learning Orientation ◽  
New Service Development ◽  
Cross Sectional

New service development is increasingly becoming one of the most important aspects of business strategy in both service and non-service industries. In todays economical world where has become more service oriented, it can be said that the new service development (NSD) is one of the most important components of growth in dynamic environments. As new proposals lead to an increase in income, profit and develop in market share. The aim of the study was to survey new service development and factors affecting its financial performance in banking industry. In terms of research philosophy this is a demonstrative, in terms of research purpose and direction it's a practical and descriptive, and in terms of research implementation strategy it's a survey research that has been executed in cross-sectional time period. The purpose of the research sampling was to examine the new services, which are provided in the various banks. Stratified probability sampling method used is based on 150 questionnaires in headquarters and branches of different banks, which are located in Tehran city, and 118 questionnaires were gathered. Data obtained from the questionnaires were analyzed in both descriptive and inferential level by using SPSS version 21 and Lisrel 8.8 Windows version. Structural equation modeling techniques (confirmatory factor analysis and structural analysis) have been used to test the research hypotheses. Results of the research showed that cross-functional teams and learning orientation have positive impact on the new service marketability. And indirectly have a positive impact on the financial performance of new service. Customer involvement and learning orientation have positive impact on the new service launch preparation, but the effect of new service launch preparation on new service financial performance has not been proved in the current study.

ORGANIZATIONAL CULTURE AND NEW SERVICE DEVELOPMENT PERFORMANCE: INSIGHTS FROM KNOWLEDGE INTENSIVE BUSINESS SERVICE

2009 ◽  
Vol 13 (03) ◽  
pp. 371-392 ◽  
Author(s):  
SHUNZHONG LIU
Keyword(s):  
Organizational Culture ◽  
Success Factors ◽  
Organization Culture ◽  
Service Development ◽  
New Service Development ◽  
Face To Face ◽  
Supportive Culture ◽  
Knowledge Intensive ◽  
Knowledge Intensive Business Service ◽  
The Relationship

Current research on new service development (NSD) management has resulted in an impressive amount of literature on the success factors of new service development, but there is little literature on NSD organizational culture. The purpose of this study was to assess the relationship between organization culture and NSD performance. Data were collected via questionnaires through face-to-face interviews with KIBS managers knowledgeable about NSD in their organization (sample size 192). The set correlation analysis was chosen to assess and evaluate the relationship between organization culture and NSD performance. Research results indicate that there exist strongly complementary relationships among innovative supportive culture, market orientation culture, learning culture and customer communication culture. This study outlines that the NSD management should perform to foster the different NSD organizational culture together and thereby enhance the performance of new service development activities.

How Service Firms Manage Innovation

2012 ◽  
pp. 112-124
Author(s):  
Frederic Jallat
Keyword(s):  
Service Sector ◽  
Success Factors ◽  
Development Process ◽  
Service Industry ◽  
Innovation Management ◽  
Service Development ◽  
Service Firms ◽  
Performance Drivers ◽  
And Performance ◽  
Manage Innovation

By acknowledging the strategic importance of developing and managing new activities in the service sector, the chapter studies the key business dimensions and performance drivers of innovation, and the determinants of new service success. Therefore, this chapter seeks to address three objectives: (1) yield a critical synthesis of research linked to managing innovation in the service industry, (2) provide a detailed study of innovation management and success factors within the service sector, and (3) determine the links between the service development process and how new services perform.

scholarly journals Enacting Professional Service Work in Times of Digitalization and Potential Disruption

2020 ◽  
pp. 109467052091680
Author(s):  
Frida Pemer
Keyword(s):  
Public Relations ◽  
Digital Technologies ◽  
Service Industries ◽  
Professional Service ◽  
Service Work ◽  
Service Firms ◽  
Frontline Workers ◽  
Consumer Services ◽  
Business To Consumer ◽  
Knowledge Intensive

Digitalization has the potential to disrupt many service industries. This is already evident in industries offering standardized business-to-consumer services. Even knowledge-intensive business-to-business (B2B) services have increasingly blended digital technologies. Yet, little is known about how this type of service and its associated service work has changed, as tasks are being increasingly performed by robots or through artificial intelligence. This study fills this void by exploring how frontline workers in two highly knowledge-intensive B2B service industries—auditing and public relations/communication (PR/C) consulting—enact their service work in response to digitalization. Building on an interview study with 50 professionals and taking an interdisciplinary stance we find—contrary to the findings in previous research—that auditing firms embrace digitalization to a larger extent than PR/C firms. Further, we find that the frontline workers’ enactment of their service work is influenced by the fit between technological innovations and the type of intelligence their services are built on, as well as their occupational identities and the service climate within the firms. We conclude the article by developing propositions and a conceptual model, and outline how service firms can support their frontline workers’ infusion of digital technologies in their service work.

THE ROLE OF KNOWLEDGE-INTEGRATION PRACTICES IN SERVICE INNOVATION PROJECTS

2016 ◽  
Vol 20 (01) ◽  
pp. 1650007 ◽  
Author(s):  
SALLA HURNONEN ◽  
PAAVO RITALA ◽  
HANNA-KAISA ELLONEN
Keyword(s):  
Problem Solving ◽  
Knowledge Integration ◽  
Service Innovation ◽  
Service Development ◽  
Group Problem Solving ◽  
Innovation Projects ◽  
Multiple Case ◽  
Knowledge Intensive ◽  
Knowledge Intensive Business Service

Services comprise an increasingly bigger proportion of contemporary economies, making service innovation more relevant than ever. However, the practices and processes related to the utilisation of knowledge for service development are not very well understood in this context. To narrow this gap, this study focuses on how Knowledge-Intensive Business Service (KIBS) firms utilise knowledge-integration practices in different phases of the service-innovation projects they carry out for their customers. A multiple-case study with in-depth qualitative data is conducted, focusing on four case firms in the Finnish KIBS sector. Case-by-case and cross-case analyses are reflected against four categories of knowledge-integration practices: Rules and directives, sequencing, decision-making, and group problem-solving and routines. The results show the detailed evidence on how these practices are utilised in different types of service-innovation projects. Furthermore, two generic types of service-innovation projects are identified with different implications for knowledge-integration and problem-solving.

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