• Knowledge Management Research
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• v.13 no.5
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• pp.113-137
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• 2012

Since service innovation is considered as a new way to gain an advantage in a highly competitive environment, it is imperative for companies to align their service innovation strategy with their business strategy in order to achieve better firm performance. Accordingly, a critical challenge facing firms is how to effectively organize and manage a well-planned service innovation strategy in accordance with the direction of their business strategy. Firms with a good fit between business strategy (i.e., cost leadership, innovative differentiation, and marketing differentiation strategies) and service innovation strategy (service creation-focused, service delivery-focused, and client interface-focused strategies) are expected to have better firm performance than those without such a fit. Based on empirical data from 209 service firms in South Korea, this study aims first to investigate whether a certain service innovation strategy is more effective than others within a particular business strategy. We then examine whether their effective alignment positively affects firm performance. The empirical evidence indicates that the alignment of service innovation strategy with business strategy significantly influences firm performance. The adoption of service innovation strategy was found to have positive effects on firm performance with innovative differentiation and marketing differentiation strategies and negative effects with cost leadership strategy. Lastly, we discuss our study's implications for further research and practice.

• Journal of Korean Society for Quality Management
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• v.38 no.3
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• pp.363-377
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• 2010

Although the importance of the service sector has been highlighted recently, service innovation remain under-researched by scholars. Innovation research based on manufacturing sector suggests that innovation strategy varies according to the objectives of innovation and has a positive influence on firm performance. To investigate the path that links the objectives of innovation, innovation strategy used and firm performance, this study develops a conceptual model of service innovation from the literature and tests the Structural Equation Model(SEM) using STEPI (Korea's Science and Technology Policy Institute) data. We could identify the causal relationships both between the objectives of innovation and innovation strategy and between innovation strategy and firm performance in service as in manufacturing, but we also found that the results of the empirical study for the service industry, in particular, the empirical results on the relationship between the aims of innovation and innovation strategy used, are quite different from those for manufacturing.

• Journal of Information Technology Services
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• v.13 no.4
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• pp.155-168
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• 2014

This paper discussed about business ethics and innovation management performance of IT service firms in Korea. To prove empirically the research hypothesis, the statistical analysis was based on the response from the 92 IT Service firms in Korean. As analysis results, it was found that the business ethics of organizations were the effect factors of the innovation management performance. And the knowledge competency and creativity are confirmed as a mediator between the business ethics and innovation management performance. So this paper suggests that business ethics in organizations are the important factor for enhancement of IT service firm's innovation performance. Specially the mediation effects of knowledge competency and creativity variables were proved empirically for the relation between the business ethics and innovation management performance. So it is desirable that knowledge-based service firms, for example IT service firms, have to strive to upgrade their level of business ethics and to link with their creativity and knowledge competency.

• Journal of Information Technology Services
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• v.14 no.2
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• pp.195-229
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• 2015

Service innovation is considered a new way to gain competitive advantage and enhance firm performance. However, service innovation does not always guarantee the desired outcome. The effective organization and management of well-planned service innovation practices, which are consistent with the firm's business environment, become a critical challenge for service innovation success. In addition, an increasing number of studies have focused on the role of information technology (IT) capability in service innovations. Most studies on service innovation have focused on the influences of the strategic alignment and IT capability separately. In contrast, the current study combines them by investigating the positive moderating effect of IT capability on the alignment between business strategy and service innovation strategy. Based on data collected from 183 service firms in Korea, we first explore the effect of service innovation strategies when coupled with different business strategies on better firm performance. We then investigate the moderating effect of IT capability on the relationship between strategic alignments and firm performance. Empirical evidence indicates that a synergistic effect between alignment and IT capability on firm performance exists. Firms that have aligned service innovation strategy with business strategy should consider improving their organizational IT capability to ensure substantial leverage.

• Journal of Korea Port Economic Association
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• v.34 no.3
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• pp.75-92
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• 2018

The purpose of this study is to analyze whether innovation activities of logistics firms affect innovation performance and service quality improvement and whether innovation performance and service quality as a result of innovation activities affect these firm's business performance. First, I undertake a review of previous studies and theories related to innovation activity and innovation performance. Additionally, previous studies on improvement of service quality along through innovation performance were analyzed. Based on this, I set up a research structure and hypotheses. To this end, I used the workplace panel survey data of the Korea Labor Institute(KLI) and used a total of 88 samples. I use the Partial Least Square(PLS) approach to structural equation modeling. The results of the empirical analysis show that innovation activities of logistics firms have a positive effect on innovation performance and service quality improvement, and innovation performance and service quality have a positive effect on financial performance. Evidently, innovation activities bring a clear competitive advantage to the logistics firms and improve their service quality. This implies the ability of logistics firms to survive amidst competition while getting a competitive edge.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.401-411
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• 2020

This study aims to analyze the agreement of service innovation using contingency approach (manager personality, organizational structure) moderated by leadership agility. The study has been carried out on Islamic banking companies' managers in Indonesia, from East Java and Yogyakarta region using purposive sampling technique with questionnaire and interviews as the method of data collection. The total number of respondents in the sample is 184. This sample is then analyzed using Euclidience Distance Simple Regression and Simple Regression Moderation method. The results prove that: (1) there is a partial fit between incremental strategy with reactive personality and mechanical organizational structure, which increases the service performance; (2) there is a partial fit between radical strategy with proactive personality and organic organizational structure, which increases the service performance; (3) leadership agility is able to strengthen the fit of the relationship between incremental innovation strategy and reactive personality toward service performance; (4) leadership agility is able to strengthen the fit the relationship between radical innovation strategy and proactive personality toward service performance; (5) leadership agility is able to strengthen the fit of the relationship between incremental innovation strategy and mechanical organizational structure toward service performance; and (6) leadership agility is able to strengthen the fit of the relationship between radical innovation strategy and organic organizational structure toward service performance.

• Information Systems Review
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• v.18 no.4
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• pp.43-67
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• 2016

Although many studies have stressed the importance of technology in service innovation, the roles of technology in service innovation are at the center of debates in the service innovation literature. One major research stream regards technology as a trigger for other innovation based on resource advantage theory. Conversely, another major stream considers it as an enabler of other innovations based on complementary theory. The contradictory situation induces the necessity to better understand the role of technology in service innovation. Therefore, this study aims to identify the role of technology in service innovation. This study investigates the role of technology in service innovation based on a service innovation orientation framework. Four service innovation orientations (i.e., service creation, service delivery, customer interaction, and technology) are identified on the basis of Den Hertog's 4D model. This study proposes a research model that examines the indirect effect of technology orientation on innovation performance through the service creation and service delivery orientations, and the effect of technology orientation on firm performance as a moderator between customer interaction orientation and firm performance. Based on empirical data from 193 knowledge-intensive business service firms in Korea, we explain the role of technology in service innovation. The results indicate that technology orientation influences both service creation and service delivery orientations as an antecedent but customer interaction orientation as an enabler. The three service innovation orientations, which are directly and indirectly influenced by technology orientation, positively affect firm performance. The findings also show that the role of technology is different depending on the type of service innovation orientation in this study.

• Journal of Information Technology Applications and Management
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• v.24 no.2
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• pp.55-70
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• 2017

A key factor of competitiveness of a firm is technology innovation including product and process innovation. This paper explores the importance and performance of innovation in IT industry across manufacturing and service business. Using importance-performance analysis based on a survey of Korean manufacturing and service firms, we find the characteristics of innovation in IT under the context of industry difference. Out study indicate that Korean IT firms need to recognize the importance of technology innovation and enhance the performance in some areas. In future research, we will expand the boundary of innovation into non-technology innovation as well as service-specific innovation.

• Information Systems Review
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• v.19 no.3
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• pp.127-154
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• 2017

This study aims to identify various service innovation patterns in the service industry and understand the main differences among them. We attempt to create a new typology of service innovation by analyzing its patterns based on the four major dimensions of service innovation (i.e., service concept, service delivery, customer interaction, and technology). We then investigate whether firms pursuing different service innovation patterns significantly differ from one another in terms of their performance (high and low performance). Based on empirical data collected from 198 Korean firms in the knowledge-intensive business service sector, four major clusters composed of different service innovation dimensions are identified. These four clusters can be interpreted as specific service innovation patterns, including "technology based high customer interaction," "high technology based high service delivery," "service delivery and high customer interaction-integrated," and "strongly balanced" innovators. High firm performance does not depend on the individual service innovation dimension but on the specific configurations of such service dimensions. Customer interaction also has an important role in achieving innovation success and improving firm performance, while technology has a key role in enhancing firm performance. This study sheds new light on service innovation research by developing a new typology of service innovation, identifying four major clusters as service innovation patterns, and exploring the relationship between service innovation patterns and firm performance.

• Knowledge Management Research
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• v.13 no.1
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• pp.41-52
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• 2012

Service innovation has been considered to improve the value of enterprises, so that various research issues have been studied on innovating the services. Thus, in order to increase understandability of new service innovation mechanism, this study surveys the existing research results on service innovation factors, e.g., success factors, process, and performance. Consequently, we have found that service innovation can be reflected to service quality and value by interactive process between customers and enterprises. Also, such interactions are based on internal success factors (e.g., innovation strategy of organizations, domain knowledge, collaboration) and external success factors (e.g., customer participation, partnership).