Co-creating e-service innovations: Theory, practice, and impact on firm performance

Shu-Hui Chuang and Hong-Nan Lin

International Journal of Information Management, 2015, vol. 35, issue 3, 277-291

Abstract: Recently, profound technological changes and greater customer demand have triggered a sudden increase in e-service innovations. However, little research so far has explored the capabilities needed in order to innovate and implement e-service solutions. The purpose of this study is to investigate the antecedents of e-service innovation and its impact on a firm's performance outcomes of value cocreation and firm value. The main research method of this study is a quantitative survey and analysis. Our analysis of 119 financial service firms in Taiwan shows that the impact of e-service innovation on firm outcomes begins with e-service and cooperation capabilities, and that the complementarity between these factors positively influences e-service innovation. Furthermore, e-service innovation exerts a positive effect on value cocreation, thereby improving firm value.

Keywords: e-service capability; Cooperation capability; e-service innovation; Value cocreation; Dynamic-capability view (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:35:y:2015:i:3:p:277-291

DOI: 10.1016/j.ijinfomgt.2015.01.002

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