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The impact of service innovation on firm performance: a meta-analysis

Changli Feng (Dalian University of Technology, Dalian, China)
Ruize Ma (Dalian University of Technology, Dalian, China)
Lin Jiang (Dalian University of Technology, Dalian, China)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 5 June 2020

Issue publication date: 27 April 2021

1355

Abstract

Purpose

With the rise of service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research has not drawn consistent conclusions about the relationship between service innovation and firm performance. Hence, the purpose of this paper is to provide a quantitative review on the service innovation-performance relationship based on research findings reported in the extant literature.

Design/methodology/approach

Studies from 46 peer-reviewed articles were sampled and analyzed. A meta-analytic approach was adopted to conduct a quantitative review on the relationship between service innovation and firm performance, and the effects of any potential moderators were further explored.

Findings

The results found that service innovation has a significant positive impact on firm performance. Additionally, the relationship between service innovation and firm performance is influenced by measurement moderators (economic region and performance measurement), and contextual moderators (firm type, innovation type, customer factors and attitudes toward risk).

Originality/value

The meta-analysis has been used to explore the relationship between service innovation and firm performance, and the findings have contributed to the literature on service innovation, as well as providing future research directions.

Keywords

Acknowledgements

The authors would like to appreciate the three anonymous reviewers for their insightful comments. Special thanks also go to Editor-in-chief, Professor Jay Kandampully and Associate Editor, Professor Allard Van Riel, for their valuable guidance and assistance in improving the quality of this article. This work was supported by the Chinese National Funding of Social Sciences(No.16BGL080) and the Fundamental Research Funds for the Central Universities (No.DUT20RW204).

Citation

Feng, C., Ma, R. and Jiang, L. (2021), "The impact of service innovation on firm performance: a meta-analysis", Journal of Service Management, Vol. 32 No. 3, pp. 289-314. https://doi.org/10.1108/JOSM-03-2019-0089

Publisher

:

Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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