Customer Interaction and Innovation in Hybrid Offerings

Journal of Service Research - Tập 21 Số 1 - Trang 119-134 - 2018
Mario Schaarschmidt1, Gianfranco Walsh2, Heiner Evanschitzky3
1Institute for Management, University of Koblenz‐Landau, Koblenz, Germany
2Friedrich Schiller University of Jena, Jena, Germany
3Aston Business School, Aston University, Birmingham, United Kingdom

Tóm tắt

Hybrid offerings are bundles of goods and services offerings provided by the same firm. Bundling value offerings affects how firms innovate, interact with customers, and customize their goods and services. However, it remains unclear how customer interaction might drive the innovation performance of various bundled components. Therefore, this study investigates the effects of customer interactions and service customization on both goods and services innovations in a hybrid offering context, using a unique data set of 146 information technology and manufacturing firms. Customer interaction appears beneficial to both goods and services innovation in a hybrid offerings context, but service customization has different direct effects on goods versus services innovation. As a potential mediator, customer knowledge mobilization resources exert different effects on the goods and services elements of hybrid offerings. Furthermore, for high-interaction customers, medium levels of technical modularity lead to most favorable innovation outcomes for services innovation. The results thus suggest that providers of hybrid offerings should foster customer interactions, to drive the innovation performance of the good and service components, while still making sure to implement service customization strategies. These findings have notable implications for service innovation research.

Từ khóa


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Thông tin xuất bản

Journal of Service Research

Tập 21 Số 1

119-134

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