IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v139y2022icp1284-1302.html
   My bibliography  Save this article

Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships

Author

Listed:
  • Homayounfard, Amir
  • Zaefarian, Ghasem

Abstract

Business-to-business (B2B) technology suppliers have the potential to contribute to the service innovation process in distinct ways. Because they work with multiple service providers, they can identify emerging market trends and technological requirements. However, they face different challenges and opportunities throughout their partnership in the service innovation process. This study contributes to the B2B service innovation literature by uncovering challenges and opportunities that technology suppliers face during the service innovation process and their partnership with service providers. We identify five groups of challenges/opportunities: (1) B2B partners’ level of knowledge, (2) B2B partners’ involvement in the back/front end, (3) B2B partners’ market approach, (4) the impact of B2B partners’ organizational processes, and (5) B2B partners’ business interactions. We develop a managerially distinct service innovation process typology that identifies different roles and characteristics of B2B partners. It further identifies the extent to which the service innovation process can be outcome and process-based.

Suggested Citation

  • Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
    • Handle: RePEc:eee:jbrese:v:139:y:2022:i:c:p:1284-1302
    DOI: 10.1016/j.jbusres.2021.09.069
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296321007165
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2021.09.069?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Hidalgo, Antonio & D'Alvano, Luigi, 2014. "Service innovation: Inward and outward related activities and cooperation mode," Journal of Business Research, Elsevier, vol. 67(5), pages 698-703.
    2. Sirilli, Giorgio & Evangelista, Rinaldo, 1998. "Technological innovation in services and manufacturing: results from Italian surveys," Research Policy, Elsevier, vol. 27(9), pages 881-899, December.
    3. G. M.P. Swann, 2009. "The Economics of Innovation," Books, Edward Elgar Publishing, number 13211.
    4. Faïz Gallouj & Maria Savona, 2009. "Innovation in services: a review of the debate and a research agenda," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 149-172, April.
    5. Chang, Yuan-Chieh & Linton, Jonathan D. & Chen, Min-Nan, 2012. "Service regime: An empirical analysis of innovation patterns in service firms," Technological Forecasting and Social Change, Elsevier, vol. 79(9), pages 1569-1582.
    6. Heiko Wieland & Nathaniel N. Hartmann & Stephen L. Vargo, 2017. "Business models as service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 925-943, November.
    7. Snyder, Hannah & Witell, Lars & Gustafsson, Anders & Fombelle, Paul & Kristensson, Per, 2016. "Identifying categories of service innovation: A review and synthesis of the literature," Journal of Business Research, Elsevier, vol. 69(7), pages 2401-2408.
    8. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
    9. Witell, Lars & Gebauer, Heiko & Jaakkola, Elina & Hammedi, Wafa & Patricio, Lia & Perks, Helen, 2017. "A bricolage perspective on service innovation," Journal of Business Research, Elsevier, vol. 79(C), pages 290-298.
    10. Faïz Gallouj, 1997. "Towards a neo-Schumpeterian theory of innovation in services?," Science and Public Policy, Oxford University Press, vol. 24(6), pages 405-420, December.
    11. Faïz Gallouj & Paul Windrum, 2009. "Services and services innovation," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 141-148, April.
    12. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
    13. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
    14. Sakata, Ichiro & Sasaki, Hajime & Akiyama, Masanori & Sawatani, Yuriko & Shibata, Naoki & Kajikawa, Yuya, 2013. "Bibliometric analysis of service innovation research: Identifying knowledge domain and global network of knowledge," Technological Forecasting and Social Change, Elsevier, vol. 80(6), pages 1085-1093.
    15. Huarng, Kun-Huang, 2011. "A comparative study to classify ICT developments by economies," Journal of Business Research, Elsevier, vol. 64(11), pages 1174-1177.
    16. Hidalgo, Antonio & Herrera, Rafael, 2020. "Innovation management and co-creation in KIBs: An approach to the ICT services sector," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    17. Barras, Richard, 1986. "Towards a theory of innovation in services," Research Policy, Elsevier, vol. 15(4), pages 161-173, August.
    18. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
    19. Lee, DonHee, 2018. "Strategies for technology-driven service encounters for patient experience satisfaction in hospitals," Technological Forecasting and Social Change, Elsevier, vol. 137(C), pages 118-127.
    20. Gallouj, Faïz & Weber, K. Matthias & Stare, Metka & Rubalcaba, Luis, 2015. "The futures of the service economy in Europe: A foresight analysis," Technological Forecasting and Social Change, Elsevier, vol. 94(C), pages 80-96.
    21. Pavitt, Keith, 1984. "Sectoral patterns of technical change: Towards a taxonomy and a theory," Research Policy, Elsevier, vol. 13(6), pages 343-373, December.
    22. Faïz Gallouj, 2009. "Services and Innovation," Post-Print halshs-01113947, HAL.
    23. Frambach, Ruud T. & Barkema, Harry G. & Nooteboom, Bart & Wedel, Michel, 1998. "Adoption of a service innovation in the business market: An empirical test of supply-side variables," Journal of Business Research, Elsevier, vol. 41(2), pages 161-174, February.
    24. Atuahene-Gima, Kwaku, 1996. "Market orientation and innovation," Journal of Business Research, Elsevier, vol. 35(2), pages 93-103, February.
    25. Dubois, Anna & Gadde, Lars-Erik, 2002. "Systematic combining: an abductive approach to case research," Journal of Business Research, Elsevier, vol. 55(7), pages 553-560, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jianwei Li & Deyu Zhong, 2024. "Comparing the Impact of Green Supplier Selection and Integration on Environmental Performance: An Analysis of the Moderating Role of Government Support," Sustainability, MDPI, vol. 16(16), pages 1-20, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chang, Yuan-Chieh & Chen, Min-Nan, 2016. "Service regime and innovation clusters: An empirical study from service firms in Taiwan," Research Policy, Elsevier, vol. 45(9), pages 1845-1857.
    2. Luísa Ferreira Lopes & Manuel Mira Godinho, 2019. "Innovation and Productivity in Services: A Methodological Approach," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(05), pages 1-26, August.
    3. Alarcón, José Carlos & Aguilar, Rocio & Galán, Jose Luis, 2019. "Determinants of innovation output in Spanish knowledge-intensive service firms: Stability analysis throughout the economic crisis of 2008," Structural Change and Economic Dynamics, Elsevier, vol. 49(C), pages 228-244.
    4. Crass, Dirk & Schwiebacher, Franz, 2013. "Do trademarks diminish the substitutability of products in innovative knowledge-intensive services?," ZEW Discussion Papers 13-061, ZEW - Leibniz Centre for European Economic Research.
    5. Nicola De Liso & Anna Serena Vergori, 2017. "The Different Approaches to the Study of Innovation in Services in Europe and the USA," Metroeconomica, Wiley Blackwell, vol. 68(1), pages 121-146, February.
    6. Gonzalo Maldonado-Guzmán & José Trinidad Marín-Aguilar & Sandra Yesenia Pinzón-Castro, 2017. "Service Innovation in Mexican Small Business," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(4), pages 1-1.
    7. Faridah Djellal & Faïz Gallouj, 2008. "Innovation in services and entrepreneurship: beyond industrialist and technologist concepts of sustainable development," Post-Print halshs-01113906, HAL.
    8. Criscuolo, Paola & Nicolaou, Nicos & Salter, Ammon, 2012. "The elixir (or burden) of youth? Exploring differences in innovation between start-ups and established firms," Research Policy, Elsevier, vol. 41(2), pages 319-333.
    9. Ljiljana Božić & Pierre Mohnen, 2016. "Determinants of Innovation in Croatian SMEs – Comparison of Service and Manufacturing Firms," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(1), pages 7-27.
    10. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    11. van der Boor, Paul & Oliveira, Pedro & Veloso, Francisco, 2014. "Users as innovators in developing countries: The global sources of innovation and diffusion in mobile banking services," Research Policy, Elsevier, vol. 43(9), pages 1594-1607.
    12. Bettina Peters & Rebecca Riley & Iulia Siedschlag & Priit Vahter & John McQuinn, 2018. "Internationalisation, innovation and productivity in services: evidence from Germany, Ireland and the United Kingdom," Review of World Economics (Weltwirtschaftliches Archiv), Springer;Institut für Weltwirtschaft (Kiel Institute for the World Economy), vol. 154(3), pages 585-615, August.
    13. Rinaldo Evangelista & Maria Savona, 2010. "Innovation and Employment in Services," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 16, Edward Elgar Publishing.
    14. Faïz Gallouj, 2012. "Service: innovation, performance and public policy," Working Papers hal-01111765, HAL.
    15. Patricia Coutelle-Brillet & Véronique Des Garets & Arnaud Riviere, 2012. "Quand innovation de service rime avec stratégie de rupture : vers une proposition renouvelée de valeur en B to B," Post-Print hal-01737628, HAL.
    16. Corinne Blanquart & Marie Delaplace, 2009. "Relational innovations, new services offers and transport infrastructure enhance value. The cases of a multimodal platform and a high speed rail service [Innovations relationnelles, nouvelles offre," Post-Print hal-01184942, HAL.
    17. Faïz Gallouj & Maria Savona, 2010. "Towards a Theory of Innovation in Services: A State of the Art," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 1, Edward Elgar Publishing.
    18. Desmarchelier, Benoît & Djellal, Faridah & Gallouj, Faïz, 2013. "Environmental policies and eco-innovations by service firms: An agent-based model," Technological Forecasting and Social Change, Elsevier, vol. 80(7), pages 1395-1408.
    19. Faridah Djellal & Faïz Gallouj, 2010. "Services, innovation and performance: general presentation," Journal of Innovation Economics, De Boeck Université, vol. 0(1), pages 5-15.
    20. Savona, Maria & Steinmueller, W. Edward, 2013. "Service output, innovation and productivity: A time-based conceptual framework," Structural Change and Economic Dynamics, Elsevier, vol. 27(C), pages 118-132.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:139:y:2022:i:c:p:1284-1302. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.