Conceptualising and measuring service innovation in project-oriented service firms

Salunke, S., Weerawardena, J. and McColl-Kennedy, J. R. (2009). Conceptualising and measuring service innovation in project-oriented service firms. In: Tojib, D., Sustainable Management and Marketing: ANZMAC 2009 Conference Proceedings. Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009, Melbourne, Australia, (1-6). 30 November - 2 December 2009.

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Author Salunke, S.
Weerawardena, J.
McColl-Kennedy, J. R.
Title of paper Conceptualising and measuring service innovation in project-oriented service firms
Conference name Australian and New Zealand Marketing Academy (ANZMAC) Conference 2009
Conference location Melbourne, Australia
Conference dates 30 November - 2 December 2009
Convener M. Ewing and F. Mavondo
Proceedings title Sustainable Management and Marketing: ANZMAC 2009 Conference Proceedings
Place of Publication Melbourne, Australia
Publisher ANZMAC
Publication Year 2009
Year available 2009
Sub-type Fully published paper
Open Access Status
ISBN 1 86308 158 5
Editor Tojib, D.
Volume Paper 639
Start page 1
End page 6
Total pages 6
Collection year 2010
Language eng
Abstract/Summary The literature on NSD-based competitive strategy that has grown in significance suggests that service innovation or new service development (NSD) enables service firms to gain competitive advantage. However, the literature still lacks a well-founded conceptualisation and measure of the NSD construct. Addressing this need, this study uses insights gained from literature and in-depth interviews along with data collected from 180 project-oriented firms (i.e., firms that use projects to deliver services) to conceptualise and measure the NSD construct. Two dimensions of NSD that facilitate value creation are identified and incorporated in the new measure. These dimensions reflect the change initiatives embodied in the interactive and supportive dimensions of the new service offering. Results suggest that NSD leads to competitive advantage.
Subjects E1
1505 Marketing
910403 Marketing
900202 Professional, Scientific and Technical Services
Keyword service innovation
project-oriented service firms
innovation-based competitive strategy
Q-Index Code E1
Q-Index Status Confirmed Code

 
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Created: Mon, 22 Mar 2010, 17:59:27 EST by Karen Morgan on behalf of UQ Business School