Service innovation and firm performance: operational experiences in uncertain environments
Service innovation and firm performance: operational experiences in uncertain environments
Akbari, Morteza; Mokhtari, Hossein; Moradi, Afsaneh; Pourjam, Afsaneh; Khosravani, Ala
2020-01-01 00:00:00
Innovation is one of the main factors affecting the firms' performance; however, it is less investigated in service firms. This study aims to assess the effect of service innovation on firms' performance in uncertain environments when the market orientation capabilities can help firms to operate more efficiently. Data was collected from travel agency managers in Iran. The results revealed that in stable environments, service innovation affects firm performance indirectly via quality of service and customer satisfaction. But having considered environmental uncertainties, service innovation showed a direct effect on firm performance in addition to indirect effects. Moreover, market sensing and customer linking capabilities are moderating the relationship between service innovation and firm performance in uncertain environments.
http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.pngInternational Journal of Services, Economics and ManagementInderscience Publishershttp://www.deepdyve.com/lp/inderscience-publishers/service-innovation-and-firm-performance-operational-experiences-in-m4prY54gsU
Service innovation and firm performance: operational experiences in uncertain environments
Innovation is one of the main factors affecting the firms' performance; however, it is less investigated in service firms. This study aims to assess the effect of service innovation on firms' performance in uncertain environments when the market orientation capabilities can help firms to operate more efficiently. Data was collected from travel agency managers in Iran. The results revealed that in stable environments, service innovation affects firm performance indirectly via quality of service and customer satisfaction. But having considered environmental uncertainties, service innovation showed a direct effect on firm performance in addition to indirect effects. Moreover, market sensing and customer linking capabilities are moderating the relationship between service innovation and firm performance in uncertain environments.
Journal
International Journal of Services, Economics and Management
– Inderscience Publishers
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