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Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation

Citation

O'Cass, A and Sok, P, Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation, Journal of Business Research, 66, (8) pp. 1074-1084. ISSN 0148-2963 (2013) [Refereed Article]

Copyright Statement

Copyright 2012 Elsevier Inc.

DOI: doi:10.1016/j.jbusres.2012.03.004

Abstract

This study adopts the premise that innovation capability underpins a service firm's value creation ability and that management style, employee behaviors and marketing underpin its innovation capability. This study examines the role of managers and employees in the creation and delivery of superior value to customers via the firm's innovation capability. To test this premise the current study examines the role of transformational leadership (TFL) as an aspect of the service firm's management style in creating and delivering value to customers through its services. This study adopts a multi-level study, collecting data from managers, employees and customers of service firms in a Southeast-Asian country, Cambodia. The results show that a service firm's innovation capability has a positive effect on the firm's value offering (VO), the VO has a positive relationship with customer perceived value-in use (PVI), and PVI has a positive relationship with firm performance. This study also finds moderating effects of TFL on the relationship between service innovation capability and VO, and of service marketing capability on the relationship between VO and PVI respectively. 2012 Elsevier Inc. All rights

Item Details

Item Type:Refereed Article
Research Division:Commerce, Management, Tourism and Services
Research Group:Business and Management
Research Field:Corporate Governance and Stakeholder Engagement
Objective Division:Economic Framework
Objective Group:Management and Productivity
Objective Field:Marketing
Author:O'Cass, A (Professor Aron O'Cass)
Author:Sok, P (Mr Phyra Sok)
ID Code:84655
Year Published:2013
Web of Science® Times Cited:27
Deposited By:Management
Deposited On:2013-05-23
Last Modified:2017-11-28
Downloads:0

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