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- Dissertation (1) (entfernen)
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- Dienstleistungsinnovation (1) (entfernen)
Service innovation has increasingly gained acknowledgement to contribute to economic growth and well-being. Despite this increased relevance in practice, service innovation is a developing research field. To advance literature on service innovation, this work analyzes with a qualitative study how firms manage service innovation activities in their organization differently. In addition, it evaluates the influence of top management commitment and corporate service innovativeness on service innovation capabilities of a firm and their implications for firm-level performance by conducting a quantitative study. Accordingly, the main overall research questions of this dissertation are: 1.) How and why do firms manage service innovation activities in their organization differently? 2.) What influence do top management commitment and corporate service innovativeness have on service innovation capabilities of a firm and what are the implications for firm-level performance? To respond to the first research question the way firms manage service innovation activities in their organization is investigated and by whom and how service innovations are developed. Moreover, it is examined why firms implement their service innovation activities differently. To achieve this a qualitative empirical study is conducted which included 22 semi-structured interviews with 15 firms in the sectors of construction, financial services, IT services, and logistics. Addressing the second research question, the aim is to improve the understanding about factors that enhance firm-level performance through service innovations. Deploying a dynamic capabilities perspective, a quantitative study is performed which underlines the importance of service innovation capabilities. More specifically, a theoretical framework is developed that proposes a positive relationship of top management commitment and corporate service innovativeness with service innovation capabilities and a positive relationship between service innovation capabilities and the firm-level performance indicators market performance, competitive advantage, and efficiency. A survey with double respondents from 87 companies from the sectors construction, financial services, IT services, and logistics was conducted to test the proposed theoretical framework by applying partial least squares structural equation modeling (PLS-SEM).