Service innovation viewed through a service-dominant logic lens: A conceptual framework and empirical analysis

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297 Citations (Scopus)

Abstract

Research to date on service innovation is rooted primarily in traditional new product development focusing on tangible goods. In this article, the authors invoke insights from the emerging service-dominant logic (SDL) perspective and propose a conceptual framework for investigating the antecedents and consequences of service innovation. They then develop a set of hypotheses pertaining to potential predictors of two distinct facets of service innovation (volume and radicalness) and the impact of the latter on two measures of firm performance (revenue growth and profit growth). They test their proposed model using data from a sample of luxury hotels and find that (a) collaborating with customers fosters innovation volume but not radicalness (and vice versa for collaborating with business partners); (b) a firm's customer orientation-both directly and in interaction with innovative orientation-contributes to innovation radicalness; (c) collaborating with contact employees enhances both innovation volume and radicalness; (d) the use of knowledge integration mechanisms contributes to innovation radicalness (but not volume); and (e) both innovation outcomes have significant but somewhat different effects on the two performance measures. They discuss the theoretical and managerial implications of their findings and conclude with the study's limitations and directions for further research.

Original languageEnglish (US)
Pages (from-to)3-23
Number of pages21
JournalJournal of Service Research
Volume14
Issue number1
DOIs
StatePublished - Jan 2011

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Lenses
Innovation
innovation
customer ties
firm
Service-dominant logic
Conceptual framework
Empirical analysis
Service innovation
luxury
Hotels
Product development
performance
revenue
Profitability
profit
customer
employee
contact
Personnel

Keywords

  • service innovation
  • service-dominant logic

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Information Systems
  • Sociology and Political Science

Cite this

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