Service organizations increasingly create new service offerings that are the result of collaborative arrangements operating on a value network level. This leads to the notion of "elevated service offerings," our definition of service innovation, implying new or enhanced service offerings that can only be eventuated as a result of partnering, and one that could not be delivered on individual organizational merits. Using empirical data from a large telecommunications company, we demonstrate through structural equation modeling (SEM) that higher-order dynamic capabilities in services are generated as a result of collaboration between stakeholders. Furthermore, it is through collaboration and education of the stakeholders that additional higher-order capabilities emerge (customer engagement [CuE], collaborative agility [CA], entrepreneurial alertness [EA], and collaborative innovative capacity), all of which influence the service innovation outcome. Our study also reveals empirical evidence for an ongoing process of continuous dynamic capability building in accordance with the changing dynamics of business. Managers of service organizations should recognize the potential embedded in these higher-order skill sets, starting from collaboration, learning, and management of creative ideas for both strategic and operational benefits. Moreover, the capabilities of CA, EA, and CuE are even more important in managing the flexibility, timely delivery, and reliability of service offerings. Managers should take measures to inculcate, promote, and manage these dynamic capability skill sets to foster innovation in services.

Purpose Following a contingent resource-based view (CRBV) perspective, this paper aims to explore the operating context in which supply chain resilience (SCRE) is likely to enhance the supply chain performance (SCP) of organizations. More specifically, the authors developed the ‘Supply Chain Resilience’ model wherein we considered two important exogenous context variables (supply chain relational practices [SCRPs] and network complexities [NCs]) and studied their moderating roles on the relationship between SCRE and SCP. The authors also investigated the conditional effect of SCRE on SCP at different levels of SCRPs and NCs. Design/methodology/approach This study used both qualitative and quantitative approaches. For the qualitative approach, a field study was undertaken, while the quantitative study was conducted via the use of a survey questionnaire of 274 apparel manufacturers and their suppliers in Bangladesh. The authors applied Hayes PROCESS enabled multiple regression analysis and structural equation modelling to statistically test the proposed research models. Findings The research findings revealed that SCRP and NC individually moderated the link between SCRE and SCP. The link between SCRE and SCP was strengthened via the interaction effect of SCRP and NC, even if the NC value was high. Practical implications The findings will assist supply chain managers in managing supply chain performance during uncertainties by strengthening resilience capability at different levels of NCs and SCRPs. Originality/value Drawing on CRBV, the authors studied how the conditional effects of exogenous variables (SCRP and NC) moderated the relationship between SCRE and SCP in both two- and three-way interactions, which is a novel approach in the SCRE literature and also extends the theoretical perspective of CRBV.

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Traditionally, wasted resources are considered a burden that imposes a cost on organizations. However, ecological sustainability principles underpinning the linked discourses of industrial ecology and the Circular Economy conceptualize waste as intrinsically valuable. Our research identified exemplar business organizations that had each changed their business models to resolve the tension of waste as a burden and/or resource. Synthesizing these cases, we found these organizations applied systems thinking to reframe their product and service offerings and developed material circular flows in their business models. Analysis of how our exemplar organizations changed their business models to tackle pressing sustainability issues and to resolve the burden–resource tension show that the focus of change is on reconceptualizing their understanding of the role of waste in the value chain of their products and services. This altered understanding of waste as a resource across their value networks initiated negotiations with their existing suppliers to also modify their supply chain practices.

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