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The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services

We conduct a systematic exploratory investigation of the effects of firms’ existing service productivity on the success of their new service innovations. Although previous research extensively addresses service productivity and service innovation, this is the first empirical study that bridges the g...

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Detalles Bibliográficos
Autores principales: Aspara, Jaakko, Klein, Jan F., Luo, Xueming, Tikkanen, Henrikki
Formato: Online Artículo Texto
Lenguaje:English
Publicado: SAGE Publications 2017
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5903059/
https://www.ncbi.nlm.nih.gov/pubmed/29706764
http://dx.doi.org/10.1177/1094670517738368
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author Aspara, Jaakko
Klein, Jan F.
Luo, Xueming
Tikkanen, Henrikki
author_facet Aspara, Jaakko
Klein, Jan F.
Luo, Xueming
Tikkanen, Henrikki
author_sort Aspara, Jaakko
collection PubMed
description We conduct a systematic exploratory investigation of the effects of firms’ existing service productivity on the success of their new service innovations. Although previous research extensively addresses service productivity and service innovation, this is the first empirical study that bridges the gap between these two research streams and examines the links between the two concepts. Based on a comprehensive data set of new service introductions in a financial services market over a 14-year period, we empirically explore the relationship between a firm’s existing service productivity and the firm’s success in introducing new services to the market. The results unveil a fundamental service productivity-service innovation dilemma: Being productive in existing services increases a firm’s willingness to innovate new services proactively but decreases the firm’s capabilities of bringing these services to the market successfully. We provide specific insights into the mechanism underlying the complex relationship between a firm’s productivity in existing services, its innovation proactivity, and its service innovation success. For managers, we not only unpack and elucidate this dilemma but also demonstrate that a focused customer scope and growth market conditions may enable firms to mitigate the dilemma and successfully pursue service productivity and service innovation simultaneously.
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spelling pubmed-59030592018-04-25 The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services Aspara, Jaakko Klein, Jan F. Luo, Xueming Tikkanen, Henrikki J Serv Res Articles We conduct a systematic exploratory investigation of the effects of firms’ existing service productivity on the success of their new service innovations. Although previous research extensively addresses service productivity and service innovation, this is the first empirical study that bridges the gap between these two research streams and examines the links between the two concepts. Based on a comprehensive data set of new service introductions in a financial services market over a 14-year period, we empirically explore the relationship between a firm’s existing service productivity and the firm’s success in introducing new services to the market. The results unveil a fundamental service productivity-service innovation dilemma: Being productive in existing services increases a firm’s willingness to innovate new services proactively but decreases the firm’s capabilities of bringing these services to the market successfully. We provide specific insights into the mechanism underlying the complex relationship between a firm’s productivity in existing services, its innovation proactivity, and its service innovation success. For managers, we not only unpack and elucidate this dilemma but also demonstrate that a focused customer scope and growth market conditions may enable firms to mitigate the dilemma and successfully pursue service productivity and service innovation simultaneously. SAGE Publications 2017-11-09 2018-05 /pmc/articles/PMC5903059/ /pubmed/29706764 http://dx.doi.org/10.1177/1094670517738368 Text en © The Author(s) 2017 http://creativecommons.org/licenses/by-nc/4.0/ This article is distributed under the terms of the Creative Commons Attribution 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits any use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/open-access-at-sage).
spellingShingle Articles
Aspara, Jaakko
Klein, Jan F.
Luo, Xueming
Tikkanen, Henrikki
The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title_full The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title_fullStr The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title_full_unstemmed The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title_short The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
title_sort dilemma of service productivity and service innovation: an empirical exploration in financial services
topic Articles
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5903059/
https://www.ncbi.nlm.nih.gov/pubmed/29706764
http://dx.doi.org/10.1177/1094670517738368
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