Corporate reputation, service innovation and cross-buying intention: a test on reciprocal relationship and mediation effect

Manohar, Sridhar; Ganesan, P.

doi:10.1504/ijsem.2018.096063

Cited by 8 publications

(4 citation statements)

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“…This type of company receives market legitimacy for its creativity and ability to be at the forefront of product and process management [46]. In addition, an innovative company's reputation becomes an intangible asset and a promise of sustainable competitive advantage [47]; although companies do not focus on being innovative, they gain recognition in a specific industry [48][49][50]. Companies grow and capitalize on commercial opportunities [51] as a result of their innovation capability, which consolidates them in a given market [46,52,53].…”

Section: Innovation In New Ventures and Reputationmentioning

confidence: 99%

Reputation based on internal capabilities: The case of small enterprises within the Colombian orange economy

et al. 2023

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This study seeks to understand how micro, small, and medium-sized enterprises (MSMEs) can be innovative while developing their reputation. In doing so, this study focuses on companies classified as promoters of Colombia’s “orange economy,” which relates to the country’s cultural and creative diversity. Firms with a non-technological emphasis also require knowledge, innovation, and reputation to perform better. In this regard, the study is based on the work of Hormiga and Garcia-Almeida (2016) who proposed the relationship between accumulated knowledge and innovation as background of reputation. In this paper, the purpose is to understand the internal reputation-building process carried out by MSMEs and the variables that intervene. Therefore, this research accounts for how MSMEs can build their reputation through innovation and accumulated knowledge. For this, a survey was conducted in 320 orange economy MSMEs located in Bogotá, Colombia, and the relationship of these variables was statistically tested through a quantitative analysis of multivariate data. Innovation was found to not impact the performance of companies, but this can be associated to factors that were not considered in this research. However, it is proposed to refine the original model by considering the manager’s perspective. It is recommended that entrepreneurs invest resources in accumulating internal (tacit) knowledge to improve skills that enhance reputation.

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Section: Innovation In New Ventures and Reputationmentioning

confidence: 99%

Reputation based on internal capabilities: The case of small enterprises within the Colombian orange economy

et al. 2023

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“…Studies such as those of Manohar and Palanisamy (2018) and Salunke et al. (2019) have indicated service innovation mediates the relationship between many endogenous and exogenous factors.…”

Section: Theoretical Framework and Hypotheses Developmentmentioning

confidence: 99%

“…Studies such as those of Manohar and Palanisamy (2018) and Salunke et al (2019) have indicated service innovation mediates the relationship between many endogenous and exogenous factors. However, in the innovation and strategic management literature, few studies have examined the moderating effect of SI on the relationship between IC components and CA.…”

Section: The Mediating Role Of Simentioning

confidence: 99%

“…Two of the most important theoretical contributions in this study are (a) providing a conceptual model for the role of SI as a mediating construct during the COVID-19 pandemic and (b) studying the organisational capabilities of BDA and how companies can benefit from them. However, previous researchers largely have studied innovation as a mediating construct (Manohar and Palanisamy, 2018;Salunke et al, 2019). The innovation literature lacks studies examining the mediating role of SI with BDAC as a moderating construct.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

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Can intellectual capital promote the competitive advantage? Service innovation and big data analytics capabilities in a moderated mediation model

Al-Khatib¹

2022

EJIM

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PurposeThis study explores the connection between intellectual capital (IC) components and the competitive advantage (CA) of the hospitality sector in Jordan through the mediating role of service innovation as well as the moderating role of big data analytics capabilities.Design/methodology/approachData were collected through a self-administered questionnaire from the hospitality sector with a sample of 402 respondents. Data were analysed using SmartPLS, a bootstrapping technique was used to analyse the data. The mediating effect for service innovation and the moderating effect for big data analytics capabilities were performed.FindingsThe results showed that the proposed moderated-mediation model was accepted because the relationships between the constructs were statistically significant. The results of the data analysis supported a positive relationship between human capital, structural capital and relational capital and the CA as well as a mediating effect of service innovation. The findings confirmed that there is a moderating relationship for big data analytics capabilities between service innovation and CA. The results illustrate the importance of IC and service innovation in enhancing CA in the Jordanian hospitality sector in light of the big data analytics capabilities.Research limitations/implicationsThis cross-sectional study provides a snapshot at a given moment in time, a methodological limitation that affects the generalisation of the limitation's results, and the results are limited to one sector.Originality/valueThis research developed a theoretical model to incorporate IC components, service innovation, big data analytics capabilities and CA. This paper offers new theoretical and practical contributions that add value to the innovation and CA literature by testing the moderated-mediation model of these constructs in the hospitality sector which has been greatly affected by the coronavirus disease 2019 (COVID-19) pandemic. This study is distinguished from other studies by highlighting the role of IC and service innovation in enhancing CA as service innovation contributes to the formation of many organisational advantages in the Jordanian hospitality sector.

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Service innovation, corporate reputation and word-of-mouth in the banking sector

Manohar

Mittal

Marwah³

2019

BIJ

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Purpose The purpose of this paper is to establish the link between three constructs, namely, service innovation, corporate reputation (CR), and word-of-mouth (hereinafter WOM). Primarily, the aim is to understand whether innovation in a service firm drives its reputation, thereby resulting in positive WOM where the direct effect of service innovation of a firm on WOM is mediated by reputation. Furthermore, the study also seeks to understand whether the type of service firm has an effect on determining the level of the mediation effect. Design/methodology/approach This study adopts an integrated approach where the measure for the construct service innovation is explored through a qualitative approach, and the conceptual model is estimated through path analysis. The service industry taken for this study is banking, and the through non-probability criterion sampling technique, 252 customers responded to their level of agreement. The PLS-SEM technique was used to estimate the path coefficient by following the two-stage approach. The multigroup moderation analysis is performed to determine whether the type of the bank plays a major role in determining the direct effects and the mediation effect of CR between service innovation and WOM. Findings The result of this study indicates that there is a strong positive association between the three constructs. Further, the direct relationship between service innovation and WOM is partially mediated by reputation. The result of the multigroup moderation indicates that the type of the bank plays a major role in determining the mediation effect of reputation. Practical implications The study helps the decision makers and the managers of the bank to understand that frequent innovation within the firm would help to gain reputation, and thereby customers would tend to give a positive WOM. Further, non-reputable firms can still gain a positive WOM if they continuously innovate new services. In the Indian context, it is noted that there is a difference between private and public banks in determining the mediation effect of reputation between service innovation and WOM. Originality/value The originality of the study is based on the following: development of a unique scale to measure service innovation in the banking industry overcoming the existing scales which are based on goods-dominant logic; estimating empirically the combined effect of service innovation and CR on WOM; the process of evaluating the moderated mediation effect; how the mediating effect of CR varies from private sector banks to public sector banks.

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Corporate reputation, service innovation and cross-buying intention: a test on reciprocal relationship and mediation effect

Cited by 8 publications

References 0 publications

Reputation based on internal capabilities: The case of small enterprises within the Colombian orange economy

Reputation based on internal capabilities: The case of small enterprises within the Colombian orange economy

Can intellectual capital promote the competitive advantage? Service innovation and big data analytics capabilities in a moderated mediation model

Service innovation, corporate reputation and word-of-mouth in the banking sector

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