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Article
Publication date: 19 April 2011

A. (Ad) Straub

The purpose of this paper is to show how performance‐based contracting functions as an enabler of service innovation by maintenance contractors.

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Abstract

Purpose

The purpose of this paper is to show how performance‐based contracting functions as an enabler of service innovation by maintenance contractors.

Design/methodology/approach

A postal survey of medium‐sized maintenance employers was carried out. The questionnaire and findings were mapped and analysed combining existing models of service innovation and service quality.

Findings

As a consequence of the survey, performance‐based contracting maintenance companies implement innovations in their service concept, client interface and service delivery system to guarantee the quality of their services. The maintenance contractors have launched new, improved or better competing services for their own organisation. Existing services are implemented in a new environment incorporating small incremental innovations.

Research limitations/implications

Maintenance companies do not solely address all business innovations as consequences of performance‐based contracting. Performance‐based contracting of, for example, building services may by the different nature of the maintenance strategies and activities lead to somewhat other outcomes.

Originality/value

There is very little literature on maintenance contractors as service providers and service innovators. This paper provides insights in innovations by maintenance contractors as well as the needed additional knowledge and competences of the contractors acting as maintenance‐engineering consultants.

Details

Construction Innovation, vol. 11 no. 2
Type: Research Article
ISSN: 1471-4175

Keywords

Article
Publication date: 5 December 2022

Xiaohong Xiao, Chengxu Zhou and Hongyi Mao

This study aims to investigate the impact of the two essential subjects of servitization (service and goods innovation) on customer satisfaction. The authors explained the…

Abstract

Purpose

This study aims to investigate the impact of the two essential subjects of servitization (service and goods innovation) on customer satisfaction. The authors explained the paradox of servitization by determining how service innovation and goods innovation affect customer satisfaction interacting with environmental turbulence and marketing intensity.

Design/methodology/approach

The authors obtained 376 observations of 84 listed Chinese companies. On the basis of content analysis and measurement from secondhand data, the authors first tested the hypotheses in the fixed-effects model. The authors conducted a split-sample analysis by dividing environmental turbulence into two samples to explain the results effectively and better interpret the relationship between two innovations to customer satisfaction.

Findings

The results show that goods and service innovations positively affect customer satisfaction, but the effect of service innovation is more substantial. Furthermore, environmental turbulence negatively moderates the relationship between service innovation and customer satisfaction. The empirical results indicated that, if enterprises enhance marketing intensity, then the growth of environmental turbulence weakens the positive impact of goods and services innovation on customer satisfaction.

Originality/value

This study provided an understanding of the impact of servitization on intangible assets. This study also responded to previous literature’s call for research on the impact of external environmental factors on servitization.

Details

Journal of Business & Industrial Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 19 October 2010

A. Parasuraman

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine…

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Abstract

Purpose

The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.

Design/methodology/approach

The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.

Findings

Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, it is important for companies to consider the inter‐linkages among service productivity, quality and innovation when formulating and implementing strategies pertaining to any of them.

Originality/value

The integration of conventional productivity concepts with key insights from the rich literature on service quality is novel. The resulting expanded service productivity framework and service innovation typology have important managerial implications and also offer several potentially fruitful avenues for further research.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 7 October 2022

Constanza Bianchi

This study aims to examine the impact of COVID-19 on tourism and hospitality small and medium-sized enterprises (SMEs) in an emerging country located in Latin America and…

Abstract

Purpose

This study aims to examine the impact of COVID-19 on tourism and hospitality small and medium-sized enterprises (SMEs) in an emerging country located in Latin America and identifies service innovation strategies adopted by these firms to survive a prolonged crisis.

Design/methodology/approach

A qualitative investigation was conducted drawing on a framework of imposed service innovation. Data were obtained from in-depth interviews with owners/managers of 20 SMEs in the hospitality and tourism sector in Chile.

Findings

Findings show that the effect of COVID-19 on SMEs includes a decline in demand due to lockdowns and restrictions, with minimal government support. Tourism and hospitality SMEs developed different service innovation strategies to confront the crisis, and several businesses were even able to exploit new opportunities for future growth.

Originality/value

The effect of COVID-19 and SMEs' service innovation strategies to confront a prolonged crisis is a topic that is largely unexplored, particularly in the tourism and hospitality sector. The findings contribute to the literature on emerging markets, crisis management and SME innovation in tourism and hospitality. The findings provide managerial implications for SME managers, governments and policymakers.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

Book part
Publication date: 8 December 2016

Evgenia Vassilakaki and Valentini Moniarou-Papaconstantinou

Innovation is proven to be an essential element of every organisation that wants to achieve survival and sustain its presence. Libraries as information organisations are…

Abstract

Purpose

Innovation is proven to be an essential element of every organisation that wants to achieve survival and sustain its presence. Libraries as information organisations are transformed into innovation incubators because of the fluid information environment, the social and economic influences and their desire to advance the public good. The Greek public libraries of Nafpaktos, Levadia and Veria are known examples of libraries that have successfully embraced change and innovation. This research aims to identify, through a content analysis of these specific public libraries’ websites, the innovative services they offer to the community.

Findings

It was found that the chosen public libraries offer a wide range of innovative services (e.g. Media Lab, Information Centres). No matter the challenges the Greek public libraries are facing, they have developed the necessary internal mechanisms to change the difficulties into opportunities and chance for excellence.

Details

Innovation in Libraries and Information Services
Type: Book
ISBN: 978-1-78560-730-1

Keywords

Book part
Publication date: 29 November 2012

Flemming Sørensen and Jens Friis Jensen

This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on…

Abstract

This chapter argues that substantial potential exists for service encounter-based innovation in tourism. However, there are also a number of obstacles. Based on theoretical discussions on potentials and obstacles, a Knowledge Chain Model of service encounter-based innovation in tourism is developed. It suggests how weak or broken knowledge chains limit companies’ potential for benefiting from service encounter-based innovation. The relevance of the model is illustrated by a comparative case study of four tourism companies. In light of the theoretical frameworks and empirical findings, the chapter suggests how experimental methods can join research and practice to enhance the innovative potential of tourism companies while providing the research community with valuable knowledge.

Details

Knowledge Management in Tourism: Policy and Governance Applications
Type: Book
ISBN: 978-1-78052-981-3

Keywords

Book part
Publication date: 28 December 2016

Melanie Kay Smith, Sonia Ferrari and László Puczkó

The main purpose of this chapter is to analyze the relationship between service innovation and experience creation in the context of spas, wellness and medical tourism…

Abstract

Purpose

The main purpose of this chapter is to analyze the relationship between service innovation and experience creation in the context of spas, wellness and medical tourism. The objectives include providing an overview of service innovation theory and models and applying them to the spa, wellness and medical tourism sectors.

Methodology/approach

Primary research was undertaken with the purpose of identifying the most important elements in the experiences of spa and wellness guests and tourists. An online questionnaire was collected from 17 different types of spa and wellness facilities from 56 countries including all kinds of spa, wellness hotels, and retreats. Information given was based on three major demand segments: local customers, domestic tourists, and international tourists. A case study is also given of Pärnu hospital in Estonia, where innovative practices are being implemented to enhance the patient experience.

Findings

Findings suggested that some aspects of innovation (e.g., design and technology) are not as important as expected, but evidence-based treatments, medical services, and natural and local resources are.

Research limitations/implications

The research gives important insights into customer preferences and current and future trends; however, the research only focused on operator rather than consumer perspectives. This would require further research.

Practical implications

The research findings provide useful information to operators who are trying to create innovative, unique, and competitive customer services.

Originality/value

Existing service innovation models are applied to new sectors (spa, wellness and medical tourism) and new insights are given into how these sectors can increase innovation and enhance customer experiences.

Details

The Handbook of Managing and Marketing Tourism Experiences
Type: Book
ISBN: 978-1-78635-289-7

Keywords

Book part
Publication date: 15 December 2016

Abstract

Details

Mastering Digital Transformation
Type: Book
ISBN: 978-1-78560-465-2

Article
Publication date: 18 July 2022

Peiyu Pai, Hsien-Tung Tsai and Jun-Yu Zhong

This study aims to explore how information technology (IT) companies that provide professional information systems/IT solutions to business clients can enhance employees…

Abstract

Purpose

This study aims to explore how information technology (IT) companies that provide professional information systems/IT solutions to business clients can enhance employees’ service innovation performance.

Design/methodology/approach

Self-reported data were collected from 251 employees over two periods, along with their supervisor-reported data. The model was tested using structural equation modeling.

Findings

Employees’ engagement fully mediates the impact of innovative self-efficacy and social identification on service innovation performance. Employees’ customer orientation and feeling trusted both strengthen the transformation of service innovation engagement into service innovation performance. However, IT employees’ embeddedness, unexpectedly, significantly weakens the link between engagement and performance in business-to-business (B2B) service innovation contexts.

Research limitations/implications

The sample was collected in Taiwan, where the IT industry is dominant and employees’ values and team interactions are influenced by Chinese culture. Data drawn from a single industry, involving a particular culture, limit claims of external validity.

Practical implications

Managers can encourage participative decision-making, or hold official platforms where peers and clients can exchange ideas, leading to higher levels of feeling trusted and customer orientation, which both strengthen the link between service innovation engagement and performance. Moreover, highly embedded members can easily discuss novel ideas with team members and obtain improvement-oriented feedback, which ensures highly embedded members can keep focusing on service innovation.

Originality/value

This study provides a more nuanced picture of predictive factors for individual innovation behavior in B2B service innovation contexts in which employees provide business clients with professional, innovative IT solutions through team-based projects.

Details

European Journal of Marketing, vol. 56 no. 8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 19 May 2022

Mingjun Yang, Tuan Trong Luu and David Qian

Service innovation benefits hospitality organizations’ service quality and competitive advantages. However, how and when team culture amplifies team service innovation is…

Abstract

Purpose

Service innovation benefits hospitality organizations’ service quality and competitive advantages. However, how and when team culture amplifies team service innovation is still not fully comprehended. Thus, this study aims to reveal the mediation and moderation mechanisms behind the team-level culture and service innovation nexus.

Design/methodology/approach

This study used both quantitative and qualitative methods to validate the research model. The authors collected data from leaders and their members working in the hospitality sector in China.

Findings

The results demonstrated the positive nexus of developmental culture and team service innovation. This nexus was sequentially mediated by aggregated creative role identity and aggregated creative self-efficacy and was also strengthened by task interdependence.

Practical implications

The results indicated that hospitality practitioners should consistently instill the values of developmental culture into their members to trigger their teams’ service innovative endeavors. They should also design more tasks requiring intensive teamwork and encourage members to complete these tasks collaboratively.

Originality/value

This study advances the understanding of the direct, mediating and moderating effects behind team service innovation.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

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