The Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
Genre
Journal ArticleDate
2018-05-01Author
Aspara, JKlein, JF
Luo, X
Tikkanen, H
Subject
service productivityservice efficiency
service innovation
data envelopment analysis
empirical exploration
Permanent link to this record
http://hdl.handle.net/20.500.12613/4855Metadata
Show full item recordDOI
10.1177/1094670517738368Abstract
© 2017, © The Author(s) 2017. 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.Citation to related work
SAGE PublicationsHas part
Journal of Service ResearchADA compliance
For Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.eduScopus Count
Collections
Except where otherwise noted, this item's license is described as CC BY-NC
Related items
Showing items related by title, author, creator and subject.
-
Pre-Service and In-Service Music Teachers' Perceptions of Readiness to Teach East Asian Vocal MusicThe purpose of this study was to investigate and compare pre-service and in-service music teachers' perceptions of readiness to teach East Asian vocal music. Through a survey design, the study focused on pre-service and in-service music teachers' preparation, satisfaction, and self-confidence to explore the extent to which the two groups of music teachers feel ready to teach East Asian vocal music. A web-based survey was developed to explore pre-service music teachers' perceptions of readiness to teach East Asian vocal music. It was sent to 149 pre-service music teachers who were undergraduate music education majors at eight northeastern NASM accredited universities. A similar web-based survey was developed to explore in-service music teachers' perceptions of readiness to teach East Asian vocal music. It was sent to 132 in-service music teachers who were K-12 public school certified music teachers in Mid-Atlantic states. The two surveys were designed for pre-service and in-service music teachers to rate their multicultural/world music training regarding East Asian vocal music in order to reflect their preparation, satisfaction, and self-confidence in teaching East Asian vocal music. Data regarding participants' demographic information (e.g., gender, age, ethnicity, educational background, second language learning), collegiate course work, music education faculty, and musical experiences were also collected to investigate what factors influenced pre-service and in-service music teachers' preparation, satisfaction, and self-confidence in relation to their perceptions of readiness for teaching East Asian vocal music. Descriptive statistics (e.g., frequency distribution, central tendency, and dispersion) were used to analyze demographic data, responses to questions in Preparation component, Satisfaction component, and Self-Confidence component, and responses for the questions reflected participants' beliefs about teaching world music and East Asian vocal music. Inferential statistics (Cronbach's Alpha Coefficient, Pearson Correlation, and Independent-Sample T-Test) were used to analyze factors that influenced participants' perceptions of readiness to teach East Asian vocal music, and to compare the differences in perceptions of readiness to teach East Asian vocal music between pre-service music teachers and in-service music teachers. Data revealed that both pre-service and in-service music teacher participants felt they received inadequate preparation for teaching East Asian vocal music from their college training and professional development experiences, they felt dissatisfied with their college programs and training experiences in relation to teaching East Asian vocal music, and they did not feel confident to teach East Asian vocal music. The results of the t-tests suggested that no significant differences existed in the perceptions of readiness to teach East Asian vocal music between pre-service and in-service music teachers.
-
The Use of the Performance Diagnostic Checklist - Human Services to Assess and Improve Data Reporting in a Community-Based Adult Autism Service ProgramFor agencies in the health and human services field, data reporting is the primary source of information from which progress and organizational outcomes are measured. Often, front-line staff are responsible for collecting these data and yet are often ill-equipped to collect data accurately and consistently leading to a performance deficit affecting the strength and success of the program. Evaluating and addressing performance issues in the human services field has long been a challenge due to limited resources. Finding an effective and efficient method of evaluation that leads to a function-based intervention would improve performance and ultimately improve organizational outcomes. This study evaluated the Performance Diagnostic Checklist – Human Services (PDC-HS) as means of assessing the performance deficit of inaccurate data reporting in a community-based adult autism services program. A multiple-baseline design was used across four participants to evaluate the effects of the interventions indicated by the PDC-HS. Two participants received performance feedback and two received additional training following the behavior skills training model. Results indicated that both interventions were effective in increasing accurate data reporting across participants. Social validity measures also indicated the PDC-HS was easy to use and could be completed in a timely manner.
-
Examining the relationship between choice, therapeutic alliance and outcomes in mental health servicesBackground: Self-determination within mental health services is increasingly recognized as an ethical imperative, but we still know little about the impact of choice on outcomes among people with severe mental illnesses. This study examines whether choice predicts outcomes and whether this relationship is mediated by therapeutic alliance. Method: The study sample of 396 participants completed a survey measuring choice, therapeutic alliance, recovery, quality of life and functioning. Multivariate analyses examined choice as a predictor of outcomes, and Sobel tests assessed alliance as a mediator. Results: Choice variables predicted recovery, quality of life and perceived outcomes. Sobel tests indicated that the relationship between choice and outcome variables was mediated by therapeutic alliance. Implications: The study demonstrates that providing more choice and opportunities for collaboration within services does improve consumer outcomes. The results also show that collaboration is dependent on the quality of the relationship between the provider and consumer. © 2013 by the authors; licensee MDPI, Basel, Switzerland.
