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Journal of Service Research
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12/1/36    most recent
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Service Delivery Innovation

Antecedents and Impact on Firm Performance

Ja-Shen Chen

Yuan Ze University

Hung Tai Tsou

Yuan Ze University

Astrid Ya-Hui Huang

Amtran Technology Corporation

Service innovation is one means of gaining an advantage in a highly competitive environment. In addition, service delivery has played a key role in interactions with customers in recent years. Yet, research on the link between innovation and service delivery is scant. This article theoretically and empirically examines innovation in service delivery and its antecedents and consequences. The authors identify innovation orientation, external partner collaboration, and information technology capability as the antecedents of service delivery innovation and analyze the impact of service delivery innovation on firm performance. Respondents were managers in the marketing and information technology departments of financial firms in Taiwan. Overall, 298 responses were received (including 123 paired responses from both department managers). Findings indicated that service delivery innovation contributes to firm performance. These results support the crucial influences of innovation orientation and information technology capability on service delivery innovation.

Key Words: service innovation • service delivery innovation • innovation orientation • external partner collaboration • information technology capability

This version was published on August 1, 2009

Journal of Service Research, Vol. 12, No. 1, 36-55 (2009)
DOI: 10.1177/1094670509338619
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