Modeling the impact of service innovation for small and medium enterprises: A system dynamics approach

Hsieh, Yen-Hao; Chou, Yun-Hsuan

doi:10.1016/j.simpat.2017.12.004

Cited by 50 publications

(37 citation statements)

References 65 publications

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“…Therefore, an organization has to create and maintain its competitive advantages by integrating its resources and abilities. Service innovation drives the corporation to convert change into opportunities [28,29]. Service innovation refers to services that are different from those that consumers knew from previous occasions.…”

Section: Service Innovationmentioning

confidence: 99%

The Relationships among Experiential Marketing, Service Innovation, and Customer Satisfaction—A Case Study of Tourism Factories in Taiwan

Yeh

Chen

2019

Sustainability

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Tourism factories are tourist attractions with values of manufacturing, culture, history, tourism, and recreation, providing a series of activities for tourists to experience the products and the manufacturing process in the mode of experiential marketing so as to enhance their cognition for the products and the corporate image. With the establishment of numerous tourism factories in Taiwan, to be competitive it is essential for the factories to develop unique and innovative modes that are difficult to imitate. This study explores experiential marketing, service innovation, customer satisfaction, and other related issues through research on the tourists of a certain tourism factory. It notes that experiential marketing and service innovation have positive effects on customer satisfaction. Tourists’ levels of consciousness of sensual and emotional experience in experiential marketing is very high. Therefore, to strengthen experiential marketing towards customers, applying electronic media to reinforce knowledge of the corporation and products will promote the corporation’s image and product packaging. It will also familiarize customers with the operating philosophy of the corporation and the characteristics of the products so that their purchase intentions will increase, resulting in sustainable development of the business.

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Section: Service Innovationmentioning

confidence: 99%

The Relationships among Experiential Marketing, Service Innovation, and Customer Satisfaction—A Case Study of Tourism Factories in Taiwan

Yeh

Chen

2019

Sustainability

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“…Presently, system dynamics is widely used in almost all fields of human society and natural sciences, which can be summarized into three aspects: prediction [21][22][23][24], policy management [25,26], and optimization and control [27][28][29].…”

Section: System Dynamicsmentioning

confidence: 99%

Impact of Open Innovation Communities on Enterprise Innovation Performance: A System Dynamics Perspective

Gong

2019

Sustainability

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Open innovation communities (OICs) can help enterprises make full use of external knowledge resources from users, but problems such as low user participation and low conversion rate of creative ideas impact the efficiency of OICs. Most studies on this topic employ qualitative or empirical methods from a static perspective, but ignore the effect of interaction between enterprises and users as well as the cumulative effect of time. A discussion on the dynamic evolution process of open innovation is lacking. Based on a review of the literature on OICs, innovation performance, and system dynamics, this study proposes a conceptual model of innovation performance impact, which comprises the knowledge management, governance mechanism, and user behavior subsystems. Xiaomi’s OIC in China was selected as the research object, and relevant data were collected through a web spider. According to the system dynamics modeling method, a causal relationship analysis was carried out on the three aforementioned interrelated subsystems. Then, a stock flow chart with 32 variables was constructed to determine the initial values and calculation equations for each variable. Finally, the model was constructed and verified using Vensim PLE software. The simulation results were as follows. (1) The number of product releases in the Xiaomi OIC was positively correlated with the number of posts, comments, and views. Compared with user interaction behavior (i.e., commenting and viewing), the impact of user innovation behavior (i.e., posting) on enterprise innovation performance (i.e., number of patents) is clearer. Specifically, regarding interaction behavior, the impact of the users’ commenting behavior on innovation performance (i.e., number of product releases) was relatively clearer than that of their viewing behavior. (2) Governance mechanism (i.e., R&D investment and management expense), which comprises technical and organizational mechanisms, positively affected the innovation performance of enterprises. Compared with the organizational mechanism (i.e., management expense), the impact of the technical mechanism (i.e., R&D investment) on the innovation performance was clearer. (3) Governance mechanism helped to increase the number of users in the OIC, and, in turn, affected the user innovation and interaction behavior. (4) The technical mechanism positively affected knowledge application capability, which, in turn, had a positive impact on the innovation performance of enterprises. Based on these findings, management strategies are proposed for the establishment and development of OICs.

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“…The most successful servitizers are companies that proactively reach out to customers (PA Consulting Group, 2018). Unfortunately, SMEs may not possess the resources and capabilities to analyse customer requirements adequately (Hsieh and Chou, 2018); that is, SMEs may not always co-create with customers in this process. The extent to which SMEs actually engage in co-creation to anticipate customers' requirements is unknown.…”

Section: H a P T E R 1 Innovation In Smes: A Multi-actor Perspectivementioning

confidence: 99%

“…Customer co-creation in innovation allows servitizing SMEs to anticipate customer requirements (Fliess and Lexutt, 2017;Oertzen et al, 2018). In this realm, I note two important research gaps: First, SMEs often lack the resources to anticipate customers' requirements (Hsieh and Chou, 2018), and there is no evidence regarding the extent to which SMEs actually engage in co-creation when determining their customer's requirements. Second, even when it advocates a customercentric focus, prior research has overlooked customer perspectives on servitized offerings (Valtakosi, 2017).…”

Section: Dissertation Overviewmentioning

confidence: 99%

“…Rather, SMEs must apply different tactics to benefit from servitization, because they may not possess the resources needed to cover investments in service businesses (Clegg et al, 2017;Gebauer, Paiola and Edvardsson, 2012). For example, SMEs often lack resources and capabilities to analyse customer service requirements (Hsieh and Chou, 2018). Because it is unclear to what extent SMEs engage in co-creation with customers when defining the requirements for servitized offerings, Research Question 3A asks:…”

Section: Introductionmentioning

confidence: 99%

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Enhancing SME innovation performance

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Modeling the impact of service innovation for small and medium enterprises: A system dynamics approach

Cited by 50 publications

References 65 publications

The Relationships among Experiential Marketing, Service Innovation, and Customer Satisfaction—A Case Study of Tourism Factories in Taiwan

The Relationships among Experiential Marketing, Service Innovation, and Customer Satisfaction—A Case Study of Tourism Factories in Taiwan

Impact of Open Innovation Communities on Enterprise Innovation Performance: A System Dynamics Perspective

Enhancing SME innovation performance

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