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dc.creatorAspara, J
dc.creatorKlein, JF
dc.creatorLuo, X
dc.creatorTikkanen, H
dc.date.accessioned2021-01-22T14:50:07Z
dc.date.available2021-01-22T14:50:07Z
dc.date.issued2018-05-01
dc.identifier.issn1094-6705
dc.identifier.issn1552-7379
dc.identifier.doihttp://dx.doi.org/10.34944/dspace/4837
dc.identifier.otherGC9WH (isidoc)
dc.identifier.other29706764 (pubmed)
dc.identifier.urihttp://hdl.handle.net/20.500.12613/4855
dc.description.abstract© 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.
dc.format.extent249-262
dc.language.isoen
dc.relation.haspartJournal of Service Research
dc.relation.isreferencedbySAGE Publications
dc.rightsCC BY-NC
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/
dc.subjectservice productivity
dc.subjectservice efficiency
dc.subjectservice innovation
dc.subjectdata envelopment analysis
dc.subjectempirical exploration
dc.titleThe Dilemma of Service Productivity and Service Innovation: An Empirical Exploration in Financial Services
dc.typeArticle
dc.type.genreJournal Article
dc.relation.doi10.1177/1094670517738368
dc.ada.noteFor Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.edu
dc.creator.orcidLuo, Xueming|0000-0002-5009-7854
dc.date.updated2021-01-22T14:50:04Z
refterms.dateFOA2021-01-22T14:50:08Z


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