Service innovation in medical device manufacturers: does the digitalization matter?

Abstract

Purpose

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and service innovation (SI). Moreover, it investigates the impact of SI on a company’s performance and the moderating role of digitalization in the relationships between critical factors and SI.

Design/methodology/approach

Primary data were collected through a survey and partial least squares structural equation modeling was used to analyze the collected data and test the research hypotheses.

Findings

The results suggest positive associations of service strategy toward culture-climate, leadership, customer involvement and technology strategy in terms of significance and effect size. However, only two factors (e.g. customer involvement and technology strategy) positively influence SI, which affects financial and non-financial performance. Furthermore, digitalization does not strengthen the influence of four antecedents (i.e. culture-climate, leadership, customer involvement and technology strategy) in SI.

Originality/value

First, the study provides a comprehensive framework of SI critical factors and their impact on company performance. Second, it links servitization, SI and digitalization. Third, it tests the effects of digitalization.

Citation

Smania, G.S., Mendes, G.H.d.S., Lizarelli, F.L. and Favoretto, C. (2022), "Service innovation in medical device manufacturers: does the digitalization matter?", Journal of Business & Industrial Marketing, Vol. 37 No. 3, pp. 578-593. https://doi.org/10.1108/JBIM-02-2020-0082