The impact of service innovation on firm-level financial performance

References

• Akamavi , R. K. 2005 . Re-engineering service quality process mapping: e-Banking process . International Journal of Bank Marketing , 23 ( 1 ) : 28 – 53 .
   Google Scholar
• Atuahene-Gima , K. 1996a . Market orientation and innovation . Journal of Business Research , 35 ( 2 ) : 93 – 103 .
   Web of Science ®Google Scholar
• Atuahene-Gima , K. 1996b . Differential potency of factors affecting innovation performance in manufacturing and services firms in Australia . Journal of Product Innovation Management , 13 ( 1 ) : 35 – 52 .
   Web of Science ®Google Scholar
• Avlonitis , G. J. , Papastathopoulou , P. G. and Gounaris , S. P. 2001 . An empirically-based typology of product innovativeness for new financial services: Success and failure scenarios . Journal of Product Innovation Management , 18 ( 5 ) : 324 – 342 .
   Web of Science ®Google Scholar
• Barczak , G. , Griffin , A. and Kahn , K. B. 2009 . Perspective: Trends and drivers of success in NPD. Practices: Results of the 2003 PDMA best practices study . Journal of Product Innovation Management , 26 : 3 – 23 .
   Web of Science ®Google Scholar
• Berry , L. L. , Shankar , V. , Turner Parish , J. , Cadwallader , S. and Dotzel , T. 2006 . Creating new markets through service innovation . MIT Sloan Management Review , 47 ( 2 ) : 56 – 63 .
   Web of Science ®Google Scholar
• Bitran , G. and Pedrosa , L. 1998 . A structured product development perspective for service operations . European Management Journal , 16 ( 2 ) : 169 – 189 .
   Google Scholar
• Blazevic , V. and Lievens , A. 2004 . Learning during the new financial service innovation process: Antecedents and performance effects . Journal of Business Research , 57 ( 4 ) : 374 – 391 .
   Web of Science ®Google Scholar
• Blazevic , V. , Lievens , A. and Klein , E. 2003 . Antecedents of project learning and time-to-market during new mobile service development . International Journal of Service Industry Management , 14 ( 1 ) : 120 – 147 .
   Google Scholar
• Bryson , J. R. and Monnoyer , C. M. 2004 . Understanding the relationship between services and innovation: The RESER review of the European service literature on innovation, 2002 . The Service Industries Journal , 24 ( 1 ) : 205 – 222 .
   Web of Science ®Google Scholar
• Cainelli , G. , Evangelista , R. and Savona , M. 2004 . The impact of innovation on economic performance in services . The Service Industries Journal , 24 ( 1 ) : 116 – 130 .
   Web of Science ®Google Scholar
• Chaney , P. K. , Devinney , T. M. and Winer , R. S. 1991 . The impact of new product introductions on the market value of firms . The Journal of Business , 64 ( 4 ) : 573 – 610 .
   Web of Science ®Google Scholar
• Ciptono , W. S. 2006 . A sequential model of innovation strategy – company non-financial performance links . Gadjah Mada International Journal of Business , 8 ( 3 ) : 137 – 178 .
   Google Scholar
• Cowell , D. W. 1988 . New service development . Journal of Marketing Management , 3 ( 3 ) : 296 – 312 .
   Google Scholar
• De Brentani , U. 1991 . Success factors in developing new business services . European Journal of Marketing , 25 ( 2 ) : 33 – 59 .
   Google Scholar
• De Brentani , U. 2001 . Innovative versus incremental new business services: Different keys for achieving success . Journal of Product Innovation Management , 18 ( 3 ) : 169 – 187 .
   Web of Science ®Google Scholar
• De Jong , J. P.J. , Bruins , A. , Dolfsma , W. and Meijgaard , J. 2003 . Innovation in service firms explored: What, how and why? Strategic study B200205 , Zoetermeer : EIM Business & Policy Research .
   Google Scholar
• De Jong , J. P.J. and Vermeulen , P. A.M. 2003 . Organizing successful new service development – a literature review . Management Decision , 41 ( 9 ) : 844 – 858 .
   Google Scholar
• Den Hertog , P. 2000 . Knowledge-intensive business services as co-producers of innovation . International Journal of Innovation Management , 4 ( 4 ) : 491 – 528 .
   Google Scholar
• Fagerberg , J. 2005 . “ Innovation: A guide to the literature ” . In The Oxford handbook of innovation , Edited by: Fagerberg , J. , Mowery , D. C. and Nelson , R. R. 1 – 26 . Oxford : Oxford University Press .
   Google Scholar
• Fang , E. , Palmatier , R. W. and Steenkamp , J. E.M. 2008 . Effect of service transition strategies on firm value . Journal of Marketing , 72 : 1 – 14 .
   Web of Science ®Google Scholar
• Grönroos , C. 2007 . “ Service management and marketing: Customer management in service competition ” . Chichester : John Wiley & Sons .
   Google Scholar
• Hall , P. A. and Soskice , D. 2001 . Varieties of capitalism: The Institutional Foundations of Comparative Advantage , New York : Oxford University Press .
   Google Scholar
• Hipp , C. , Tether , B. S. and Miles , I. 2000 . The incidence and effects of innovation in services: Evidence from Germany . International Journal of Innovation Management , 4 ( 4 ) : 417 – 453 .
   Google Scholar
• Howells , J. 2001 . “ The nature of innovation in services ” . In Innovation and Productivity in Services: Proceedings of a Workshop Held in Sydney, Australia, 31 October–3 November 2000 , 57 – 79 . Paris : Organisation for Economic Co-operation and Development (OECD) Publishing .
   Google Scholar
• Howells , J. 2004 . Innovation, consumption and services: Encapsulation and the combinatorial role of services . The Service Industries Journal , 24 ( 1 ) : 19 – 36 .
   Web of Science ®Google Scholar
• Kemp , R. G.M. , Folkeringa , M. , De Jong , J. P.J. and Wubben , E. F.M. 2003 . Innovation and firm performance , Zoetermeer : EIM Business & Policy Research .
   Google Scholar
• Kleinschmidt , E. J. and Cooper , R. J. 1991 . The impact of product innovativeness on performance . Journal of Product Innovation Management , 8 ( 4 ) : 240 – 252 .
   Web of Science ®Google Scholar
• Klomp , L. and van Leeuwen , G. 2001 . Linking innovation and firm performance: A new approach . International Journal of the Economics of Business , 8 ( 3 ) : 343 – 364 .
   Google Scholar
• Kubeczko , K. , Rametsteiner , E. and Weiss , G. 2006 . The role of sectoral and regional innovation systems in supporting innovations in forestry . Forest Policy & Economics , 8 ( 7 ) : 704 – 715 .
   Web of Science ®Google Scholar
• Lawler , J. P. 2005 . Case study of customer relationship management (CRM) in the on-line affluent financial services market . Journal of Internet Commerce , 4 ( 4 ) : 153 – 164 .
   Google Scholar
• Lievens , A. and Moenaert , R. K. 2000 . Communication flows during financial service innovation . European Journal of Marketing , 34 ( 9/10 ) : 1078 – 1110 .
   Google Scholar
• Lin , C. Y. and Chen , M. Y. 2007 . Does innovation lead to performance? An empirical study of SMEs in Taiwan . Management Research News , 30 ( 2 ) : 115 – 132 .
   Google Scholar
• Lööf , H. , Heshmati , A. , Asplund , R. and Nåås , S. O. 2001 . Innovation and performance in manufacturing industries: A comparison of the Nordic countries , SSE/EFI Working Paper Series in Economics and Finance, no. 457 Stockholm : Stockholm School of Economics .
   Google Scholar
• Løvlie , L. , Downs , C. and Reason , B. 2008 . Bottom-line experiences: Measuring the value of design in service . Design Management Review , 19 ( 1 ) : 73 – 79 .
   Google Scholar
• Lu , I.-Y. , Lin , L.-H. and Wu , C. 2005 . Applying options to evaluate service innovations in the automotive industry . International Journal of Technology Management , 32 ( 3/4 ) : 339 – 349 .
   Web of Science ®Google Scholar
• Lusch , R. F. , Vargo , S. L. and O'Brien , M. 2007 . Competing through service: Insights from service-dominant logic . Journal of Retailing , 83 ( 5 ) : 5 – 18 .
   Web of Science ®Google Scholar
• Lyons , R. K. , Chatman , J. A. and Joyce , C. K. 2007 . Innovation in services: corporate culture and investment banking . California Management Review , 50 ( 1 ) : 174 – 191 .
   Web of Science ®Google Scholar
• Mansury , M. A. and Love , J. H. 2008 . Innovation, productivity and growth in US business services: A firm-level analysis . Technovation , 28 ( 1/2 ) : 52 – 62 .
   Web of Science ®Google Scholar
• Matear , S. , Gray , B. J. and Garrett , T. 2004 . Market orientation, brand investment, new service development, market position and performance for service organisations . International Journal of Service Industry Management , 15 ( 3 ) : 284 – 301 .
   Google Scholar
• Miles , I. 2005 . “ Innovation in services ” . In The Oxford handbook of innovation , Edited by: Fagerberg , J. , Mowery , D. C. and Nelson , R. R. 433 – 458 . Oxford : Oxford University Press .
   Google Scholar
• Narver , J.C. and Slater , F.S. 1990 . The effect of a market orientation on business profitability . Journal of Marketing , 54 ( 4 ) : 20 – 35 .
   Web of Science ®Google Scholar
• Oke , A. 2007 . Innovation types and innovation management practices in service companies . International Journal of Operations & Production Management , 27 ( 6 ) : 564 – 587 .
   Web of Science ®Google Scholar
• Oke , A. , Burke , G. and Myers , A. 2007 . Innovation types and performance in growing UK SMEs . International Journal of Operations & Production Management , 27 ( 7 ) : 735 – 753 .
   Web of Science ®Google Scholar
• Panesar , S. S. and Markeset , T. 2008a . Industrial service innovation through improved contractual relationship: A case study in maintenance . Journal of Quality in Maintenance Engineering , 14 ( 3 ) : 290 – 305 .
   Google Scholar
• Panesar , S. S. and Markeset , T. 2008b . Development of a framework for industrial service innovation management and coordination . Journal of Quality in Maintenance Engineering , 14 ( 2 ) : 177 – 193 .
   Google Scholar
• Perks , H. and Riihela , N. 2004 . An exploration of inter-functional integration in the new service development process . The Service Industries Journal , 24 ( 6 ) : 37 – 63 .
   Web of Science ®Google Scholar
• Richmond , J. E.D. 2008 . Transporting Singapore – the air-conditioned nation . Transport Reviews , 28 ( 3 ) : 357 – 390 .
   Web of Science ®Google Scholar
• Royston , G. , Halsall , J. , Halsall , D. and Braithwaite , C. 2003 . Operational research for informed innovation: NHS Direct as a case study in the design, implementation and evaluation of a new public service . Journal of the Operational Research Society , 54 ( 10 ) : 1022 – 1028 .
   Web of Science ®Google Scholar
• Sawhney , M. 2006 . “ Going beyond the product: Defining, designing, and delivering customer solutions ” . In The service-dominant logic of marketing: Dialog, debate, and directions , Edited by: Lusch , R. F. and Vargo , S. L. 365 – 380 . Armonk, NY : M.E. Sharpe .
   Google Scholar
• Sawhney , M. , Balasubramanian , S. and Krishnan , V. V. 2004 . Creating growth with services . Sloan Management Review , 45 : 34 – 43 .
   Google Scholar
• Schulz , M. 2005 . Guest editor's introduction: Is Japan finally catching up on service innovation? . Japanese Economy , 33 ( 3 ) : 3 – 9 .
   Google Scholar
• Shimizu , S. , Ishikawa , H. , Satoh , A. and Aihara , T. 2004 . On-demand design service innovations . IBM Journal of Research & Development , 48 ( 5/6 ) : 751 – 764 .
   Web of Science ®Google Scholar
• Sigala , M. 2006 . Mass customisation implementation models and customer value in mobile phones services: Preliminary findings from Greece . Managing Service Quality , 16 ( 4 ) : 395 – 420 .
   Google Scholar
• Statistics Norway . 2007 . Om statistikken Retrieved from http://www.ssb.no/vis/emner/10/03/innov/om.html
   Google Scholar
• Stevens , E. and Dimitriadis , S. 2005 . Managing the new service development process: towards a systemic model . European Journal of Marketing , 39 ( 1/2 ) : 175 – 198 .
   Web of Science ®Google Scholar
• Storey , C. and Kelly , D. 2001 . Measuring the performance of new service development activities . The Service Industries Journal , 21 ( 2 ) : 71 – 90 .
   Web of Science ®Google Scholar
• Tether , B. 2003 . The sources and aims of innovation in services: Variety between and within sectors . Economics of Innovation & New Technology , 12 ( 6 ) : 481 – 505 .
   Google Scholar
• Teher , B.S. and Metcalfe , J.S. 2001 . Services and systems of innovation, paper at DRUID 2002 Retrieved from http://www.druid.dk/conferences/winter2002/gallery/tether2.pdf
   Google Scholar
• Tidd , J. , Bessant , J. and Pavitt , K. 2001 . Managing innovation – integrating technological, market and organizational change , 2 , Chichester : John Wiley & Sons .
   Google Scholar
• Tidd , J. and Hull , F. M. 2003 . Service innovation: Organizational responses to technological opportunities & market imperatives , London : Imperial College Press .
   Google Scholar
• Vargo , S. L. and Lusch , R. F. 2004 . Evolving to a new dominant logic for marketing . Journal of Marketing , 68 : 1 – 17 .
   Web of Science ®Google Scholar
• Van Ark , B. , Broersma , L. and den Hertog , P. 2003 . Service innovation, performance and policy: A review , The Hague : Ministry of Economic Affairs . Synthesis Report in the Framework of the Project Structural Informatievoorziening in Diensten (SIID)
   Google Scholar
• Van Riel , A. C.R. , Lemmink , J. and Ouwersloot , H. 2004 . High-technology service innovation success: A decision-making perspective . Journal of Product Innovation Management , 21 ( 5 ) : 348 – 359 .
   Web of Science ®Google Scholar
• Van Riel , A. C.R. and Lievens , A. 2004 . New service development in high tech sectors: A decision-making perspective . International Journal of Service Industry Management , 15 ( 1 ) : 72 – 101 .
   Google Scholar
• Wong , P. K. and He , L. 2005 . A comparative study of innovation behaviour in Singapore's KIBS and manufacturing firms . The Service Industries Journal , 25 ( 1 ) : 23 – 42 .
   Web of Science ®Google Scholar