The effect of interfirm codevelopment competency on the innovation of the e-service process and product: the perspective of internal/external technology integration mechanisms

Service innovations are central to today's rapidly changing business environment. Because of heterogeneous customer demands, rapid product life cycles, and advances in information technology (IT) for services management, an expanded conceptualisation of e-service innovation is required. This study examines the mediating effects of internal and external technology integration mechanisms among interfirm codevelopment competency and the innovation of the e-service process and product. A field survey was conducted of IT departments in information service firms to test the theoretical model. IT managers were the key informants. Partial least squares (PLS) analyses supported the main premises of the proposed research model. The data suggest that firms in the information service industry emphasise interfirm codevelopment competency in developing e-service innovations but use different sets of technology integration mechanisms to enhance e-service product and process innovation.