Service providers’ sustainable service innovation: service-dominant logic

This study examined the service innovation in different service providers with multiple case-study approach. From the perspective of service-dominant logic, four service innovation development models can be distinguished in Technology Development Program companies in Taiwan, including service system integrator and niche market, innovative service solution provider and niche market, innovative service solution provider and mass market, and service system integrator and mass market. Service providers develop ICT platforms, customer relationship management systems, community commerce services, and multi-channel services that are appropriate for a specific industry. On the one hand, active improvement of ICT service system integration extends company capabilities toward external cooperative partners through the provision of integrated product services and comprehensive solutions. On the other hand, innovative service solutions optimize consumer experience and customer relationship management and improve business effectiveness and reduce operations costs due to an important role assigned to services and experience in product sales.     

Verbund von Industrie und Dienstleistungen wird enger

Structural change in highly developed countries is characterized by the increasing importance of the tertiary sector — especially production oriented services — at the expense of the secondary sector. The present paper analyzes the kinds of linkages between service industries and manufacturing branches using the results of a survey of firms carried out in parts of the German Rhineland. The results show that knowledge intensive services in particular help to strengthen the regions’ export bases. Furthermore, service industries and manufacturing industries are closely and increasingly linked to each other. In this process manufacturing industries demand highly specialized services while service industries give innovative impulses, helping to increase industrial firms’ competitive capability. Thus the importance of the manufacturing industry in this network is higher than statistical analysis is able to show. Regions are well advised, therefore, not to neglect the locational requirements of manufacturing industries.     

Growth and Productive Dynamism of Business Services: EU-15, Spain and the Region of Madrid

This study evaluates the structure and dynamism of business services in the Region of Madrid compared to the EU-15 countries. It focuses on the comparative analysis of productivity and its components, as well as a specific geographical and locational study of these services in the Region of Madrid. The sector productivity structure of countries and regions is similar. From this, it may be deduced that productivity units of the different countries, within the same branch, use fairly similar productivity methods and technologies. Through the analysis of the relative size of the different branches rendering business services, important discrepancies regarding processes of economic organisation between the regions studied may be deduced.     

Multinational Firms’ Motivations and Foreign Direct Investment Decisions: An Analysis of the Software and IT and Financial Services Sectors in the Irish Context

This article focuses on the way greenfield foreign direct investment (FDI) in different sectors is influenced by locational characteristics and explores the role of policy in attracting and retaining foreign investment. We contribute to the literature by empirically investigating the investment motivations of multinational companies in the software and information technology (IT) and financial services sectors in Ireland and those locational factors that contribute to the retention of FDI. The methodology used in this research is of a qualitative nature, and an exploratory deductive approach is adopted in order to gain an understanding of firms’ internationalization decisions and motivations. The data demonstrate that companies in the two sectors follow different investment motivations. Firms in the software and IT sector entered Ireland primarily because of the availability of a high‐quality workforce, whereas firms in the financial services sector entered Ireland following the deregulation of markets and the subsequent ease of doing business. The article builds on these findings to develop policy recommendations. © 2017 Wiley Periodicals, Inc.     

Creative service business and regional performance: evidence for the European regions

The study shows the important impact that the creative service business exerts on the wealth of European regions. The study disentangles the differences between creative service business and other non-creative service business, and explores how much each type of service business contributes to the wealth of the European regions. Most importantly, the study provides robust evidence about the fact that creative service business industries present the highest impact on the wealth of the European regions. The study has important implications for scholars and policymakers, focusing specifically on the type of service business that should be promoted by regional governments.     

作为区域创新体系支持系统的科技中介服务

科技中介服务是一种典型的知识密集型商业服务(knowledge-intensivebusinessservices,KIBS)。在中国,随着人们对区域创新体系的重视日渐升级,人们对创新体系的研究方兴未艾,服务业发展的滞后和政府对中介服务组织的控制就都显现为制约创新体系形成和发展的障碍。继续深化体制改革、改善研究与开发中介服务、加强创新体系研究、倡导发展知识密集型服务是大力推进中国创新体系发展和区际经济发展的重要途径。     

Business Service Location Strategies in the Barcelona Metropolitan Region

On the basis of two studies recently carried out on the supply and demand for business services, the fundamental aim of this article is to analyse business service location strategies in the Barcelona Metropolitan Region (BMR) and to demonstrate the existence of tendencies similar to those in other developed urban areas. Three conclusions clearly emerge: a growing and progressive externalisation of business services; the tendency towara's the urban concentration of these services, especially the most innovative and strategic ones; and the need for a high degree of co-operation between business service customers and suppliers.     

Introduction

The European research network on services and space (RESER) is a network of over 20 research groups and individuals active in services research and policy formulation located in 13 European countries. The network was established in 1988 on the understanding that service occupations and industries were under-researched, especially in relation to their importance in the employment structures of developed market economies. At that time in 1988, very few researchers were involved in the conceptualisation (theoretical and empirical) of the role played by business service activities in regional or local growth.

Members of the network have their roots in a variety of disciplines – economics, business studies, geography, sociology, psychology, political sciences and planning. Most are based in universities, but some work for private firms, as researchers or consultants.

Over the last few years, service research has been transformed. It is no longer considered as a novel research undertaken by academics who were considered to be somewhat misguided in no longer accepting the dominance of manufacturing industry. Services approaches have become mainstream in the social science literature whilst at the same time many service specialists no longer identify with the term ‘services’.     

Business incubation: innovative services in an entrepreneurship ecosystem

This article studies the process of business services provision by business incubators. It considers this provision as an innovative and dynamic process, carried out in an open innovation context, where many elements from the entrepreneurship ecosystem (EE) interact. Thus, the article creates new knowledge because conceptually, it defines and relates all the key elements that are the source of innovation and value added: business services themselves, the EE, the context of open innovation and the features of that interaction. This conceptualization is tested empirically in two different scopes, a broad one with 255 business incubators around the world, and a Spanish case with two university incubators with some references to a foreign two-country study. Results detect some patterns of service provision according to ownership, size and partnership of the business incubators and show the efficacy of the cooperation of the private and public sectors and the universities.     

Business services,the new engine of French regional growth

This article analyses the evolution of employment in the French regions, putting the accent on business service firms. A ‘shift and share’ type of analysis shows that a primary decentralisation in tertiary activities seems to emerge in the 1990s, essentially pertaining to ancillary producer services. An explanatory analysis backs up the general validity of the regional economic base theory: the basic activities, to which business services can quite legitimately be attached, certainly play a leading long-term role on global employment dynamics. Finally it shows that over the past 20 years, the regional offer of services to businesses has been the major discriminating variable between regions, greatly influencing the evolution of basic employment and thus confirming the vital driving force of this sector in regional dynamics.     

The Service Industries and Input-Output Analysis

This paper makes an empirical investigation into the influence of service innovativeness on the relationship between market orientation and innovative performance, first as a moderator with specified interaction effects, and secondly as a mediator in the path from market orientation to innovative performance. A sample of 169 new service development (NSD) projects in Chinese knowledge-intensive business service firms provides the data for an empirical test of these issues. The results indicate that service innovativeness does not play a moderating role in the relationship between market orientation and innovative performance, but a mediating role in this relationship. For NSD, project, innovativeness is only a temporary trait. The impact of market orientation is to spur innovativeness, which, in turn, affects innovative performance.     

Trade Effects of the European Union's Service Directive: Contrasting ex ante Estimates with Empirical Evidence

One of the top priorities to improve the European Union's growth performance is the creation of a single market for services. The directive on services adopted by the Parliament and the Council by the end of 2006 aims at removing barriers to the free movement of service providers on the internal market. Previous studies quantified ex ante sizable effects of implementing the directive in its original form. This paper is a first attempt to evaluate ex post the trade effects induced by a directive – which excludes the country‐of‐origin principle – by performing a difference‐in‐difference‐(in‐differences) estimator on a sample of EU‐ and non‐EU countries in the period 2004 to 10. We account for non‐tariff trade barriers and the endogeneity of regional trade agreements and find that the service directive adds to a reallocation of business services trade within the EU. Accounting for the trade effect of past deregulations, the EU directive fosters a deeper integration of the new member states into the European service value‐added‐chain and promotes business service exports from third countries towards the EU significantly more than trade of country pairs in the control group. The reorientation of the EU‐15 towards the new members is in turn associated with less intense intra‐EU‐10 businesses, while business trade between EU‐15 members is not significantly affected.     

Cross-buying evaluations in the retail banking industry

Is a customer’s past purchase experience of traditional banking products applicable to the continuing purchase of insurance and investment products at a bank branch? Are service attributes used with similar extensions evaluated differently from when used with dissimilar extensions? In response to these questions, this study develops and examines a framework of service attributes (e.g., locational and one-stop shopping convenience, functional and technical service quality, and firm reputation and size) having positive effects on cross-buying. Meanwhile, this study also examines the mediating roles of satisfaction and trust on the relationship between services attributes and cross-buying. Our results indicate that the relative importance of locational convenience and functional service quality is likely to decline, while the relative importance of one-stop shopping convenience and firm size is likely to increase as category dissimilarity increases. Technical service quality and firm reputation only have indirect effects on cross-buying dissimilar product categories through trust. Instead, satisfaction plays the mediating role for cross-buying similar product categories. Our findings reinforce the view that the relative effects of service attributes, satisfaction and trust on cross-buying vary under different category similarity conditions.     

New insights in Peer-to-Peer carsharing and ridesharing participation intentions: Evidence from the “provider-user” perspective

Carsharing services (CS) and ridesharing are gaining popularity worldwide through Peer-to-Peer (P2P) platforms, which appear to gradually complement or replace conventional CS business.This empirical study investigates the participation intentions in P2P shared mobility services accounting for different statuses people may adopt: provider and/or user. The analysis of a large car owner survey in three major European capitals indicates that these participation decisions are driven by common latent preferences and, people who are more prone to become a peer provider are more likely to use the P2P shared mobility service (and vice versa). The results also reveal the role of individual values such as possession self-link, individualism, and environmentalism in the decision to join a P2P shared mobility platform. Furthermore, our study shows how provider/user status may affect the participation intentions process in the urban population.     

Knowledge intensive business services and client innovation

Innovative activities, driven by a knowledge economy era, globalization, and pressure of global competition, have profoundly impacted local economies since the late 1980s. Relevant studies in the recent decade have gradually emphasized the increasing importance and continuous expansion of knowledge intensive business services in current economic development. This topic represents a major trend impacting industrialized economies. Therefore, this study elucidates the roles and functions of knowledge intensive business services as an area innovation system evolves. Exactly how technology-based firms and knowledge intensive business services interact with each other, as well as the roles of knowledge intensive business services, is also analyzed by examining how the area innovation system centered in Hsinchu Science-Based Industrial Park in Taiwan has evolved. Results of this study demonstrate that knowledge intensive business services function in an intermediary role in the innovation system. These services enhance their customers’ capacity for specialization, subsequently improving their evolutionary capabilities and producing tangible innovative cycles.     

Separate or Integrate? Assessing the Impact of Separation Between Product and Service Business on Service Performance in Product Manufacturing Firms

Purpose: Investigating how the separation of the product and service business mediates the effect of management's commitment to the service strategy on service performance in product manufacturing firms.

Methodology: The authors surveyed 216 European manufacturers in the high-value durable equipment industry moving into the service business. After assessing adequacy of measurement scales, the authors tested statistically for mediation. Their results hold when replicating the study using a structural equation modeling approach and while testing for common method biases.

Findings: The authors find evidence that the creation of a separate service organization, organized as a profit center, has a significant positive mediating effect between managerial commitment and the services' financial performance. Although separation also has a positive mediating effect between commitment and non-financial performance, organizing services as a profit center had a negative effect on the service's non-financial indicators.

Research Limitations: Research limitations include (a) a sample limited to German-speaking firms in the high-value durable equipment industry, (b) measurements based on self-reported managerial perceptions of service performance, and (c) conceptualization of service as a single strategic response.

Practical Implications: Although the complementarity between products and services is high in the market, the authors' research suggests few synergies to leverage their integration inside the organization. Accordingly, management should, at least in transition efforts similar to the ones included in this sample, look into creating a separate and distinct service organization.

Value/Contribution: This research was driven by practical concern on how to organize service operations in a manufacturing firm. Initial framing of the research through the creation of the construct of separation of product and service business was used.     

Does innovativeness of knowledge-intensive business services differ from other industries?

This article seeks to determine whether the innovative capabilities of knowledge-intensive business services (KIBS) do actually differ from other industries through comparing the innovation capacities and financial performance of KIBS with firms operating in other sectors (non-KIBS). Based upon a 1000-firm sample, the results of our estimated econometric model demonstrate that non-KIBS firms are in possession of significantly greater innovation capacities than KIBS firms. These differences were observed across factors such as organisational process innovation, the launch of already existing products in new markets, branding and new product designs. Nevertheless, as regards the actual importance attributed to product/service innovation, KIBS firms place a greater comparative importance on innovation in comparison with their non-KIBS peers. In addition, the empirical evidences display a significantly different range of effects of innovation capacities on financial performance and concludes that non-KIBS firms turn in better comparative performances than specialist KIBS firms.     

Performance of professional service firms from emerging markets: Role of innovative services and firm capabilities

Professional service firms (PSF) from emerging markets face a financial dilemma: PSFs tend to utilize high-wage labor, yet their emerging market status makes foreign clients cautious regarding quality and less willing to pay high prices. To allay these concerns, PSFs may be able to develop attractive, highly innovative services, but as the resource-based view (RBV) notes, this requires emerging market firms to possess critical capabilities to support such a competitive advantage. Relying on services theory, we propose that entrepreneurial orientation (EO) of management and expert human capital (HC) are critical capabilities, enabling a PSF to develop and market innovative services profitably. In testing our model on 201 Indian PSFs, we find a mediating role for innovativeness whereby EO and HC drive service innovation which, in turn, accounts for financial performance. Further, we find EO positively moderates the innovative service–performance relationship as proactive, risk-tolerant managers improve foreign marketing. Insights for theory and practice are provided that enable PSFs to overcome the constraints and challenges of their emerging market origin.     

Measuring the Perceived Quality of Professional Business Services

Professional firms serving business clients are recognizing the need for improved quality services. Unfortunately, measures of professional service quality have proven difficult to develop. This paper reports on the use of SERVQUAL, an instrument commonly used to assess consumer perceptions of service quality. This instrument was employed with a sample of business owners who were asked to rate the quality of service received from their accounting firm. Although several dimensions of the scale proved useful, additional quality related factors emerged from the analysis.     

Disentangling the effect of services on B2B firm value: Trade-offs of sales,profits, and earnings volatility

In the face of declining business and growing pressures from low-cost competitors, many business-to-business (B2B) manufacturers have moved from their previously successful product-centric strategies to more service-oriented business models. Yet despite their substantial investments in services, firms fail to understand the performance ramifications of these offerings. With a longitudinal data set (2001–2016) of 227 B2B manufacturers listed in the S&P 1500 index, this study disentangles the simultaneous effects of financial-based mechanisms that link the service ratio (i.e., share of a firm's revenue generated from selling services) to firm value. The findings reveal significant trade-offs across these mechanisms. Although the service ratio monotonously boosts sales growth, it has U-shaped curvilinear relationships with profitability and earnings volatility. These effects also depend on industry- and firm-level factors. Industry maturity positively moderates the effects of the service ratio on sales growth and profitability. However, business scope has an adverse effect on the service ratio–profitability relationship. Finally, industry turbulence negatively moderates the effect of services on earnings volatility.