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End-user collaboration for process innovation in services: The role of internal resources

Author

Listed:
  • Narula, R.

    (Henley Business School, University of Reading)

  • Ashok, M.

    (Henley Business School, University of Reading)

  • Martinez-Noya, A.

    (University of Oviedo)

Abstract

This paper focuses on how to improve process innovation in service sectors. To do so, we analyse how the interplay of external knowledge sources specifically, the intensity of end-user collaboration and the breadth of external collaboration and the firms internal resources impact process innovation at the firm level. Survey data from 166 Information Technology Services firms provide the empirical data, which is tested using the partial least squares structural equation model. Our results demonstrate that benefits from collaboration are not automatic, as the firms commitment of internal resources fully mediates the impact of the intensity of end-user collaboration and breadth of external collaboration on process innovation. Thus, internal resources become critical to make effective use of the knowledge residing both internally and externally, and key managerial practices that enable a firm to extract benefits from external collaboration are identified.

Suggested Citation

  • Narula, R. & Ashok, M. & Martinez-Noya, A., 2014. "End-user collaboration for process innovation in services: The role of internal resources," MERIT Working Papers 2014-019, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    • Handle: RePEc:unm:unumer:2014019
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    References listed on IDEAS

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    Cited by:

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    2. Chux Gervase Iwu & Christian Nedu Osakwe & Joseph Omotosho Ajayi, 2015. "Exploring the Effects of Brand Promotion and Brand Image Perception on Business Outcomes of Small-sized Agribusiness Firms," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 63(5), pages 1661-1669.
    3. Stefano Elia & Rajneesh Narula & Silvia Massini, 2015. "Disentangling the Role of Modularity and Bandwidth in Entry Mode Choice: The Case of Business Services Offshoring," John H Dunning Centre for International Business Discussion Papers jhd-dp2015-06, Henley Business School, University of Reading.

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    More about this item

    Keywords

    user innovation; end-user collaboration; external knowledge sources; internal resources; process innovation; service industry;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • O31 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Innovation and Invention: Processes and Incentives
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D

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