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Service Innovation Performance And Information Technology: An Empirical Analysis From The Dynamic Capability Perspective

Author

Listed:
  • RALF PLATTFAUT

    (European Research Center for Information Systems, University of Muenster, Germany)

  • BJOERN NIEHAVES

    (University of Siegen, Germany)

  • MATTHIAS VOIGT

    (European Research Center for Information Systems, University of Muenster, Germany)

  • ANDREA MALSBENDER

    (European Research Center for Information Systems, University of Muenster, Germany)

  • KEVIN ORTBACH

    (European Research Center for Information Systems, University of Muenster, Germany)

  • JENS POEPPELBUSS

    (University of Bremen, Germany)

Abstract

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.

Suggested Citation

  • Ralf Plattfaut & Bjoern Niehaves & Matthias Voigt & Andrea Malsbender & Kevin Ortbach & Jens Poeppelbuss, 2015. "Service Innovation Performance And Information Technology: An Empirical Analysis From The Dynamic Capability Perspective," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 19(04), pages 1-30.
    • Handle: RePEc:wsi:ijimxx:v:19:y:2015:i:04:n:s1363919615500383
    DOI: 10.1142/S1363919615500383
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    Citations

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    Cited by:

    1. Guido Bortoluzzi & Saif Maqbool, 2016. "Le dodici fonti della capacit? innovativa tra letteratura accademica e pratica manageriale," ECONOMIA E SOCIET? REGIONALE, FrancoAngeli Editore, vol. 0(3), pages 48-67.
    2. Alexander Frey & Manuel Trenz & Daniel Veit, 2019. "A service-dominant logic perspective on the roles of technology in service innovation: uncovering four archetypes in the sharing economy," Journal of Business Economics, Springer, vol. 89(8), pages 1149-1189, December.
    3. David Deakins & Jo Bensemann, 2019. "Achieving Innovation In A Lean Environment: How Innovative Small Firms Overcome Resource Constraints," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(04), pages 1-36, May.
    4. Liu, Caihong & Ji, Hannah & Ji, Jonah, 2022. "Mobile information technology's impacts on service innovation performance of manufacturing enterprises," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    5. Jose Arias-Pérez & Geovanny Perdomo-Charry & Carlos Castaño-Ríos, 2017. "Not-Invented-Here Syndrome And Innovation Performance: The Confounding Effect Of Innovation Capabilities As Organisational Routines In Service Firms," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(01), pages 1-20, January.
    6. Jens Poeppelbuss & Martin Ebel & Jürgen Anke, 2022. "Iterative uncertainty reduction in multi-actor smart service innovation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 599-627, June.

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