MOBILE SERVICE CO-INNOVATION AND SERVICE PERFORMANCE: A SERVICE-DOMINANT LOGIC PERSPECTIVE

ABSTRACT

We explore how companies’ competences (operant resources) can help develop mobile service co-innovation (MSC) and the extent to which MSC can influence innovation performance. Using a Service-Dominant Logic (S-D logic) perspective, we conducted an empirical study of four industries: medical, financial, software, and logistics. Self-administered questionnaires were adopted to investigate the IT and sales departments in each firm. The results of an analysis of 164 sales managers suggested that alliance management capabilities and IT readiness influence MSC, which in turn promotes innovation performance. We also test the moderating effect of environmental turbulence on mobile service using a sample of 164 sales professionals and 94 IT professionals. We found that technology turbulence alone has no significant moderating effect on either sales or IT managers; however, the effect of environmental turbulence, the combination of technology and market turbulence, moderates the effect of operant resources, which contributes to MSC. Our findings suggest that networking activities are intangible resources that require skills and knowledge that are not grounded in routine activities. As the result, a firm’s openness to accelerating networking experience is important. This study contributes to the innovation literature by suggesting that firms should obtain and develop operant resources that promote mobile service co-innovation. Furthermore, this study contributes to the evolving S-D logic by empirically validating the concept of MSC, which complements the S-D logic literature to extend the theory toward a more comprehensive theory.

KEYWORDS:

• Service-dominant logic
• mobile service innovation
• it readiness
• innovation performance
• alliance management capability
• environmental turbulence

Additional information

Notes on contributors

Margaret Meiling Luo

Margaret Meiling Luo is an associate professor in Department of Information Management & Institute of Healthcare Information Management at National Chung Cheng University in Taiwan. She was an adjunct assistant professor in the School of Information Systems and Technology at Strayer University and an assistant professor in the Department of Business Administration at Yuan-Ze University in Taiwan. She received her Ph.D. in communication and information sciences at the University of Hawaiȋat Mānoa. Her research interests include the adoption and diffusion of information technologies, on-line information-seeking behavior, and computer-mediated communication. Her work has been presented at AMCIS, HICSS, and PACIS, and she has published in Decision Support Systems, International Journal of Electronic Commerce, International Journal of Information Management, Information and Management, Computers and Education, IT & People, Journal of the Association for Information Science and Technology, Computers in Human Behavior, The Service Industries Journal, and Behaviour & Information Technology.

Yi-Chun Chen holds a master’s degree in business administration from Yuan Ze University, Taiwan. Her research interests include business competitiveness and service science. She is now a business professional in a Taiwan main enterprise.