Service innovation: the effects of organisational contingencies

Nadia Anridho, Wann-Yih Wu and Mohamad Suyunus

International Journal of Services and Operations Management, 2023, vol. 45, issue 1, 54-70

Abstract: This study examines the effects of organisational contingencies such as service climate, service culture, environmental dynamism, and environmental heterogeneity on service innovation and examines service innovation's effect on organisational performance. We employed a survey study with 202 respondents from Indonesian retail companies for data analysis. Then, PLS-SEM was used to analyse the data. The results showed that service climate, service culture, environmental dynamism, and environmental heterogeneity positively affect service innovation. Furthermore, we found that service innovation enhances organisational performance. This study contributes to service innovation literature by examining organisational contingencies as the antecedents of service innovation with evidence from the Indonesian retail industry.

Keywords: organisational contingencies; service innovation; organisational performance. (search for similar items in EconPapers)
Date: 2023
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