Exploring the Co-Creation of Small and Medium Enterprises, and Service Providers Enabled by Digital Interactive Platforms for Internationalization: A Case Study in Malaysia

Azlina Mohamad, Adriana Mohd Rizal (), Suzilawati Kamarudin and Musli Sahimi
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Azlina Mohamad: Azman Hashim International Business School, Universiti Teknologi Malaysia, Kuala Lumpur 54100, Malaysia
Adriana Mohd Rizal: Azman Hashim International Business School, Universiti Teknologi Malaysia, Kuala Lumpur 54100, Malaysia
Suzilawati Kamarudin: Azman Hashim International Business School, Universiti Teknologi Malaysia, Kuala Lumpur 54100, Malaysia
Musli Sahimi: Graduate School of Business, National University of Malaysia, Bangi 43600, Malaysia

Sustainability, 2022, vol. 14, issue 23, 1-24

Abstract: Small and medium-sized enterprises (SMEs) make an important contribution to their country’s economy, job creation and balance of trade. The government has supported their development through service providers and has encouraged them to participate in the international market. Despite its importance and the encouragement from the government, participation in the international market is low and studies have shown that SMEs struggle to overcome barriers to internationalization. Digital technologies are tools to accelerate internationalization. This study aimed to explore the collaboration between SMEs and service providers enabled by digital interactive platforms (DIP) to accelerate internationalization. Interviews were conducted with seven participants involving two SME food and beverage (F&B) manufacturing company owners, three government agencies and two experts to gain a deeper understanding of the collaborative process through DIP to accelerate internationalization. A thematic analysis of the triadic qualitative study was utilized to understand the themes that emerged from different data sources, including in-depth interviews, observation and documentation review. Our findings show that the co-creation process was more effective through DIP and that it helps service providers create more value towards the internationalization of SMEs. In addition, the triadic approach proved that there was a more prevalent use-value among actors when using digital technology as a platform, as it helped them to expedite internationalization. The service experience by SMEs is also more impactful to a firm’s performance and enables them to follow strategic sustainability practices. We also found that the symbiotic relationship between SMEs and service providers has an important role to play in generating value for both parties.

Keywords: co-creation; small-medium enterprises (SMEs); service providers; digital interactive platforms (DIP); internationalization (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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