SERVICE INNOVATION PERFORMANCE AND INFORMATION TECHNOLOGY: AN EMPIRICAL ANALYSIS FROM THE DYNAMIC CAPABILITY PERSPECTIVE

2015 ◽  
Vol 19 (04) ◽  
pp. 1550038 ◽  
Author(s):  
RALF PLATTFAUT ◽  
BJOERN NIEHAVES ◽  
MATTHIAS VOIGT ◽  
ANDREA MALSBENDER ◽  
KEVIN ORTBACH ◽  
...  
Keyword(s):  
Information Technology ◽  
Theoretical Model ◽  
Service Provision ◽  
Service Innovation ◽  
Innovation Performance ◽  
Dynamic Capability ◽  
Service Firms ◽  
Access Service ◽  
It Support ◽  
Innovation Capacity

Service firms need to continuously innovate their service offerings in order to remain competitive in constantly changing market conditions. Successful innovators utilise current information technology (IT) to access service innovation capacity and knowledge which can be located internal or external to their organisation. In this paper, we develop and test a theoretical framework that explains how IT can contribute to service innovation performance, and finally, to service provision performance. Drawing on dynamic capability theory, we differentiate between sensing (SN), seizing (SZ), and transformation (TF) as the key abilities in service innovation. With our theoretical model, we can explain almost 40% of the variance in service innovation performance (SIP) (R2 = 0.3955) and provide evidence for the multi-faceted and significant effects of IT. In particular, we are able to show a significant influence of inter-organisational IT support on SN and SZ abilities while organisational IT support has a significant impact on TF abilities.

scholarly journals The Effects of Corporate Social Responsibility on Service Innovation Performance: The Role of Dynamic Capability for Sustainability

2019 ◽  
Vol 11 (10) ◽  
pp. 2739 ◽  
Author(s):  
Lan Li ◽  
Gang Li ◽  
Fu-Sheng Tsai ◽  
Hsiu-Yu Lee ◽  
Chien-Hsing Lee
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation ◽  
Service Innovation ◽  
Innovation Performance ◽  
Dynamic Capability ◽  
Equation Modeling ◽  
Data Set ◽  
Corporate Social ◽  
The Relationship

The effects of corporate social responsibility (CSR) on product and technological innovation have been thoroughly examined. However, the relationship between CSR and service innovation remains largely unexplored. We examined the relationship between community and environmental CSR and service innovation performance, with further exploration of the mediating mechanism between them. Based on social capital and dynamic capability theory, we developed a model revealing that CSR improves the performance of service innovation through an advanced dynamic capability to address rapidly changing environments. Through the use of structural equation modeling and hierarchical regression analyses, we tested the conceptual model with a data set of 298 small- and medium-sized enterprises in China. The results demonstrate that the positive influence of community CSR on service innovation performance is partially mediated by dynamic capability, whereas this effect of environmental CSR is fully mediated by dynamic capability. These findings have important implications for both CSR and service innovation practice and theory.

How to enhance IT B2B service innovation? An integrated view of organizational mechanisms

2018 ◽  
Vol 33 (7) ◽  
pp. 984-1000 ◽  
Author(s):  
Hung-Tai Tsou ◽  
Colin C.J. Cheng
Keyword(s):  
Organizational Learning ◽  
Service Innovation ◽  
Innovation Performance ◽  
Service Research ◽  
Service Firms ◽  
Organizational Agility ◽  
Content Type ◽  
It Capability ◽  
Entrepreneurial Alertness ◽  
Organizational Mechanisms

PurposeDrawing on the resource-based view, this paper aims to extend prior information technology (IT) B2B service research by building and empirically testing a theoretical model in which organizational agility mediates the relationship between organizational capabilities (IT capability and organizational learning) and service innovation performance, under conditions of entrepreneurial alertness.Design/methodology/approachThe theoretical hypotheses are confirmed by partial least squares analysis of survey responses collected from 170 IT B2B service firms.FindingsThe results reveal that the effect of either IT capability or organizational learning on service innovation performance is fully mediated by organizational agility, and organizational agility has a greater impact on service innovation performance under a high level of entrepreneurial alertness than under a low level.Practical implicationsThe results of this study provide specific managerial guidelines for how to effectively manage organizational mechanisms to enhance IT B2B service innovation performance.Originality/valueThis study contributes to the literature of service innovation, IT B2B (industrial) marketing and dynamic capability by providing theory-driven and empirically proven explanations to help managers better understand the IT capability-service innovation relationship from the perspective of organizational mechanisms (organizational agility, organizational learning and entrepreneurial alertness).

Protection of Customers for Management of Digital Banking Services (Study at PT. BRI Unit Boyolali)

2020 ◽  
Vol 3 (2) ◽  
pp. 170
Author(s):  
Herdian Ayu Andreana Beru Tarigan ◽  
Darminto Hartono Paulus
Keyword(s):  
Information Technology ◽  
Financial Services ◽  
Banking Industry ◽  
Service Innovation ◽  
Quality Of Services ◽  
Legal Research ◽  
Banking Services ◽  
Services Sector ◽  
Financial Services Sector

<p>Increasing competition in the Indonesian banking industry has encouraged many banks to improve the quality of services to customers by utilizing information technology developments. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. However, the development of digital banking services also increases the risks faced by banks. The purpose of this study is to provide an overview of the implementation of digital banking services and customer protection for risks from digital banking services. The method used in this study is an empirical legal research method. The results of this study indicate that the implementation of digital banking services is regulated by OJK Regulation No.12/POJK.03/2018. The existence of this OJK Regulation is expected by banks as providers of digital banking services to always prioritize risk management in the use of information technology. In addition, this study also shows the existence of 2 types of customer protection for the use of digital banking services, namely preventive protection in the form of legislation related to customer protection in the financial services sector and repressive protection in the form of bank accountability for complaints from customers using digital banking services.</p>

Information technology investment and innovation performance: does investment paradox exist?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peinan Ji ◽  
Xiangbin Yan ◽  
Yan Shi
Keyword(s):  
Information Technology ◽  
Time Lag ◽  
Innovation Performance ◽  
Test Model ◽  
It Investment ◽  
Firm Innovation ◽  
Data Set ◽  
Content Type ◽  
Lag Effect ◽  
Enterprise Innovation

Purpose The purpose of this study is to deepen the understanding of the effects of information technology (IT) investment on firm innovation performance and examining the investment paradox effect in China. Design/methodology/approach Using a sample of China’ public firms IT investment data between 2010 and 2016, the authors establish a test model of IT investment and innovation performance. Findings The result indicates that IT investment in firms have no effect on innovation performance in the investment period. However, in the full sample and manufacturing sample, the IT investment has a significant positive effect on innovation performance in the post-investment years. In addition, this study finds that large companies and low-age companies may contribute more to innovation when firm investment in IT. Research limitations/implications There are several limitations in this research. First, the authors are failed to obtain a larger sample about the IT investment information data set in China, so this study was compelled to use limited sample data from China, hence, this could lead to errors of too early generalization. Second, the authors use the number of invention patent applications to represent the performance of enterprise innovation, which may not show enterprise innovation effectively. Third, the firms in the sample are all in China Listed Companies, so this may not accurately reflect the entire environment of firm innovation performance, and could possibly. Practical implications The research confirms that there is a paradox and time lag effect in IT investment, which enterprises should pay attention to. Originality/value Existing research confirms that corporate IT investments can bring new products or services. However, the authors still do not know whether IT investment has improved the company’s ability of innovation. This study will fill this gap and the industry effect and time lag effect of the influence of IT investment on innovative performance are also examined.

INOVASI PELAYANAN GADIS AYU (GERAKAN INDONESIA SADAR ADMINDUK KE POSYANDU) DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN LUMAJANG

Publika ◽  
2021 ◽  
pp. 121-136
Author(s):  
Dewi Rahmawati ◽  
Eva Hany Fanida
Keyword(s):  
Expert Knowledge ◽  
Public Awareness ◽  
Service Innovation ◽  
Work Design ◽  
Service Access ◽  
Additional Time ◽  
Civil Registration ◽  
Innovation Capacity ◽  
Innovative Work ◽  
Innovative Culture

Inovasi pelayanan Gadis Ayu (Gerakan Indonesia Sadar Adminduk ke Posyandu) merupakan sebuah inovasi yang digagas oleh Dinas Kependudukan dan Pencatatan Sipil (Dispendukcapil) Kabupaten Lumajang yang bekerja sama dengan kader posyandu dalam memberikan pelayanan pengurusan semua jenis dokumen kependudukan dan pencatatan sipil yang akses layanannya lebih dekat dengan masyarakat. Pelayanan ini diciptakan untuk percepatan pelayanan administrasi kependudukan dan mengatasi permasalahan pelayanan adminduk di desa-desa khususnya guna meningkatkan kesadaran masyarakat akan pentingnya pengurusan administrasi kependudukan. Tujuan penelitian ini adalah untuk mendeskripsikan inovasi pelayanan Gadis Ayu di Dispendukcapil Kabupaten Lumajang. Jenis penelitian yang digunakan adalah deskriptif dengan pendekatan kualitatif. Fokus penelitian menggunakan teori komponen kapasitas inovasi yang dikemukakan oleh Emery et al. (2015) yaitu 1) innovative culture (budaya inovasi), 2) leadership (kepemimpinan), 3) expert knowledge (pengetahuan ahli), 4) stake holder engagement (keterlibatan pemangku kepentingan), 5) innovative work design (Desain Kerja yang Inovatif). Analisis data yang dilakukan adalah pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil dari penelitian ini menunjukkan bahwa Dispendukcapil Kabupaten Lumajang telah memenuhi lima komponen kapasitas inovasi serta pelaksanaannya sudah berjalan dengan cukup baik, meskipun masih terdapat beberapa kendala. Budaya inovatif telah diterapkan pada aktivitas sehari-hari. Kepemimpinan memiliki tanggung jawab yang besar dengan menempatkan dirinya sebagai fasilitator yang mampu mengkoordinir pegawainya dan sebagai motivator yang mampu memotivasi dan menyemangati pegawainya. Pengetahuan ahli menunjukkan bahwa tanggung jawab dalam pelaksanaan sudah cukup baik dan mumpuni. Keterlibatan pemangku kepentingan menunjukkan bahwa semuanya telah mendukung. Desain kerja yang inovatif telah diterapkan dengan baik meskipun di beberapa desa pelayanan tuntas di tempat membutuhkan penambahan waktu karena antusias masyarakat. Kata Kunci: Inovasi, Pelayanan, Pelayanan Gadis Ayu   The service innovation for Gadis Ayu (Indonesian Movement Awareness of Population Administration to Posyandu) is an innovation initiated by the Lumajang Regency Population and Civil Registration Service (Dispendukcapil) in collaboration with Posyandu cadres in providing services for managing all types of population documents and civil registration with closer service access. with the community. This service was created to accelerate population administration services and overcome administrative service problems in villages in particular in order to increase public awareness of the importance of managing population administration. The purpose of this study was to describe the service innovation for Gadis Ayu in the District Government Office of Lumajang. The type of research used is descriptive with a qualitative approach. The research focus uses the innovation capacity component theory proposed by Emery et al. (2015) namely 1) innovative culture (innovation culture), 2) leadership (leadership), 3) expert knowledge (expert knowledge), 4) stakeholder engagement (involvement of stakeholders), 5) innovative work design (Innovative Work Design) ). The data analysis conducted was data collection, data reduction, data presentation, and conclusion drawing. The results of this study indicate that the Lumajang District Civil Service Office has fulfilled the five components of innovation capacity and its implementation has been running quite well, although there are still some obstacles. Innovative culture has been applied to daily activities. Leadership has a big responsibility by placing itself as a facilitator who is able to coordinate its employees and as a motivator who is able to motivate and encourage its employees. Expert knowledge shows that the responsibility for implementation is quite good and qualified. Stakeholder involvement shows that all have been supportive. Innovative work designs have been implemented well even though in some villages on-site complete services require additional time due to community enthusiasm. Keywords: Public Service, Service Innovation, Gadis Ayu Service

Analysis of LOGINK Service Innovation with Information Technology Based on the Theory of Product Hierarchy

2014 ◽  
Vol 685 ◽  
pp. 715-718
Author(s):  
Kai Di Sun ◽  
Shou Wen Ji
Keyword(s):  
Information Technology ◽  
Information Sharing ◽  
Development Process ◽  
Public Information ◽  
Service Innovation ◽  
Level Of Service ◽  
Three Stages ◽  
Transport Logistics

In this paper, based on the theory of product hierarchy, the service innovation of the national transport logistics public information sharing platform were analyzed. We divide the development process of LOGINK into three stages, summarize the level of service at each stage of each product, and by analyzing the results, obtain the conclusion that LOGINK service innovation is incremental and not radical.

Managers’ silent whisper innovation involvement and role-modeling in service firms

2018 ◽  
Vol 21 (1) ◽  
pp. 2-19 ◽  
Author(s):  
Ingela Sölvell
Keyword(s):  
Role Model ◽  
Leadership Behavior ◽  
Innovation Management ◽  
Service Innovation ◽  
Role Modeling ◽  
Leadership Role ◽  
Service Firms ◽  
Actual Behavior ◽  
Leadership Roles ◽  
Content Type

Purpose The task of leading innovation is predominantly pictured as a supportive role vis-à-vis employees. Motivation is a crucial aspect of this task. To better understand the practice of this change-oriented leadership task, the actual behavior and activities of managers are investigated. The purpose of this paper is to reflect through practice and self-reports how this leadership challenge is executed. Design/methodology/approach In this longitudinal multi-method investigation, the service innovation literature constitutes the main theoretical framework. The investigation draws additionally on leadership literature about how to understand leadership through practice. The methodological design facilitated the drawing of causal inferences in the dynamics of service innovation. Findings The investigation enhances our understanding of managers’ particular context of innovation, and particularly the initiation context. It provides empirically grounded descriptions of what managers identify as potential opportunities, and how they take them further in the ideation stage. The results develop the suggestion that leadership roles, and specifically change-oriented roles, are not restricted to initiating or enabling activities related to the employees. Instead the much downplayed leadership role, i.e. the active practice-based involvement in innovation, is theorized as a role that is continuously activated, but tends to be set aside for contingency reasons. Research limitations/implications Further research is needed to assess the importance of managers’ involvement in the practice of innovation, both through systematic mapping of ideas on a larger scale, and through the employee perspective. This paper provides useful insights on managers’ cognition and involvement in innovation for further investigations of innovation management. Practical implications The results provide awareness for managers regarding their diverse leadership roles related to innovation. First, the study embraces heterogeneous ideas that are useful to evaluate and constitute role-modeling. Second, it highlights how managers’ execution of innovation creates awareness about the challenges involved. Finally, but maybe most important, the results alert managers of the discontinuity, even in strategically anchored intentional innovation. Social implications In a changing innovation landscape, individual firms need to draw on other firms to achieve their innovation strategies. In pursuit of this goal, this paper enhances the understanding of the role-modeling leadership task. It is a novel way of guiding individuals that are exposed to new and uncertain innovation contexts, and rethinking how innovation eventually can be achieved. Originality/value While earlier research has identified the multifaceted leadership behavior to support innovation, this paper outlines the contextual conditions and the practice of executing the suggested powerful role of being a role-model for others.

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