TY - JOUR
T1 - Service Innovation and Management Innovation: The Role of Service Tangibility
AU - Alexiev, A.S.
AU - Janssen, M.
AU - den Hertog, P.
N1 - Online published: 30 Nov 2017
PY - 2015
Y1 - 2015
N2 - Although we have some knowledge about how different types of innovation can be combined together to improve firm performance, there is little research about the relationships that innovation types may have among them. In this paper, we examine how service innovation is related to organizational innovation. We posit that service innovativeness can put demands on and increase dissatisfaction with existing management processes, structures and practices and stimulate organizational changes. That, however, will be dependent on the level of service tangibility. We study three forms of service innovation: technological, customer interaction, and conceptual. We develop hypotheses based on interaction and materiality theories and test these with a sample of both manufacturing and service firms. Our findings show that for some service innovation forms, service tangibility will moderate the relationship with management innovation so that it will increase the relationship, while will decrease it for other forms.
AB - Although we have some knowledge about how different types of innovation can be combined together to improve firm performance, there is little research about the relationships that innovation types may have among them. In this paper, we examine how service innovation is related to organizational innovation. We posit that service innovativeness can put demands on and increase dissatisfaction with existing management processes, structures and practices and stimulate organizational changes. That, however, will be dependent on the level of service tangibility. We study three forms of service innovation: technological, customer interaction, and conceptual. We develop hypotheses based on interaction and materiality theories and test these with a sample of both manufacturing and service firms. Our findings show that for some service innovation forms, service tangibility will moderate the relationship with management innovation so that it will increase the relationship, while will decrease it for other forms.
U2 - 10.5465/ambpp.2015.16473abstract
DO - 10.5465/ambpp.2015.16473abstract
M3 - Meeting Abstract
SN - 0065-0668
VL - 2015
JO - Academy of Management Proceedings
JF - Academy of Management Proceedings
IS - 1
T2 - AOM Annual Meeting
Y2 - 1 January 2015 through 1 January 2015
ER -