Service-Dominant Logic: A Model of Service Satisfaction and Its Antecedents



Abstract Views
1614

Downloads
852

Citations

Share

##plugins.themes.bootstrap3.article.sidebar##

Submitted Apr 11, 2022
Published Jun 30, 2022
10.24018/ejbmr.2022.7.3.1404

Abstract viewed = 1614 times

Table of Contents

##plugins.themes.bootstrap3.article.main##

Along with the advancement of information technology and service innovation, service-dominated logic has become one of the most important concepts for firms to acquire a competitive advantage. According to service-dominated logic, all service innovation should be conceptualized based on the application of competencies (e.g., knowledge and skills), and firms should leverage these competencies to promote values and benefits for each exchange or transaction. This study integrates relevant theories and constructs to develop a comprehensive model of service innovation focusing on a service-dominated logic perspective. Data from 135 Vietnamese business owners or management executives were collected and analyzed, and research hypotheses were assessed by employing partial linear square structural equation modeling (PLS-SEM). The findings indicated the interrelationship between service-dominated orientation, dynamic service innovation capability, service knowledge creation, service innovation, and service satisfaction. The results could be beneficial for academicians to further validate the research model and could also be very useful for professionals to design and implement their service innovation strategies.

Keywords: dynamic service innovation capability service-dominant orientation service knowledge creation service innovation service satisfaction

Downloads

Download data is not yet available.

References

  1. Adam, M., Strähle, J., & Freise, M. (2018). Dynamic capabilities of early-stage firms: Exploring the business of renting fashion. Journal of Small Business Strategy, 28(2), 49-67.
     Google Scholar
  2. Agarwal, R., & Selen, W. (2011). Multi-dimensional nature of service innovation: operationalisation of the elevated service offerings construct in collaborative service organisations. International Journal of Operations & Production Management, 31(11), 1164-1192.
     Google Scholar
  3. Åkesson, M., Skålén, P., Edvardsson, B., & Stålhammar, A. (2016). Value proposition test-driving for service innovation: How frontline employees innovate value propositions. Journal of Service Theory and Practice, 26(3), 338-362.
     Google Scholar
  4. Arnould, E. J., & Thompson, C. J. (2005). Consumer culture theory (CCT): Twenty years of research. Journal of Consumer Research, 31(4), 868-882.
     Google Scholar
  5. Avlonitis, G. J., Papastathopoulou, P. G., & Gounaris, S. P. (2001). An empirically‐based typology of product innovativeness for new financial services: Success and failure scenarios. Journal of Product Innovation Management, 18(5), 324-342.
     Google Scholar
  6. Ballantyne, D., & Varey, R. J. (2006). Creating value-in-use through marketing interaction: the exchange logic of relating, communicating and knowing. Marketing Theory, 6(3), 335-348.
     Google Scholar
  7. Chen, J. S., Tsou, H. T., & Ching, R. K. (2011). Co-production and its effects on service innovation. Industrial Marketing Management, 40(8), 1331-1346.
     Google Scholar
  8. Chen, J. S., Tsou, H. T., & Huang, A. Y. H. (2009). Service delivery innovation: Antecedents and impact on firm performance. Journal of Service Research, 12(1), 36-55.
     Google Scholar
  9. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
     Google Scholar
  10. Crossan, M.M. & Apaydin, M. (2010). A multi-dimensional framework of organizational innovation: A systematic review of the literature. Journal of Management Studies, 47(6), 1154–1191.
     Google Scholar
  11. De Luca, L. M., & Atuahene-Gima, K. (2007). Market knowledge dimensions and cross-functional collaboration: Examining the different routes to product innovation performance. Journal of Marketing, 71(1), 95-112.
     Google Scholar
  12. Den Hertog, P., Van der Aa, W., & De Jong, M. W. (2010). Capabilities for managing service innovation: towards a conceptual framework. Journal of Service Management, 21(4), 490-514.
     Google Scholar
  13. Drejer, I. (2004). Identifying innovation in surveys of services: A Schumpeterian perspective. Research Policy, 33(3), 551-562.
     Google Scholar
  14. Droege, H., Hildebrand, D., & Heras Forcada, M. A. (2009). Innovation in services: present findings, and future pathways. Journal of Service Management, 20(2), 131-155.
     Google Scholar
  15. Greenwell, T. C., Fink, J. S., & Pastore, D. L. (2002). Assessing the influence of the physical sports facility on customer satisfaction within the context of the service experience. Sport Management Review, 5(2), 129-148.
     Google Scholar
  16. Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
     Google Scholar
  17. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New Challenges to International Marketing. Emerald Group Publishing Limited.
     Google Scholar
  18. Janssen, M. J., Castaldi, C., & Alexiev, A. (2016). Dynamic capabilities for service innovation: conceptualization and measurement. R&D Management, 46(4), 797-811.
     Google Scholar
  19. Karpen, I.O., Bove, L.L. & Lukas, B.A. (2012). Linking service-dominant logic and strategic business practice: A conceptual model of a service-dominant orientation. Journal of Service Research, 15(1), 21-38.
     Google Scholar
  20. Karpen, I.O., Bove, L.L., Lukas, B.A. & Zyphur, M.J. (2015). Service-dominant orientation: Measurement and impact on performance outcomes. Journal of Retailing, 91(1), 89–108.
     Google Scholar
  21. Kiani, M. N., Mustafa, S. H., & Ahmad, M. (2019). Does innovation capabilities affect the new service innovation success among Pakistani cellular companies? Asia Pacific Journal of Innovation and Entrepreneurship, 13(1), 2-16.
     Google Scholar
  22. Kindström, D., Kowalkowski, C., & Sandberg, E. (2013). Enabling service innovation: A dynamic capabilities approach. Journal of Business Research, 66(8), 1063-1073.
     Google Scholar
  23. Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. The Journal of Marketing, 1-18.
     Google Scholar
  24. Kwok, S. H., & Gao, S. (2005). Attitude towards knowledge sharing behavior. Journal of Computer Information Systems, 46(2), 45-51.
     Google Scholar
  25. Little, T. A., & Deokar, A. V. (2016). Understanding knowledge creation in the context of knowledge-intensive business processes. Journal of Knowledge Management, 20(5), 858-879.
     Google Scholar
  26. Liu, Y., & Jang, S. S. (2009). Perceptions of Chinese restaurants in the US: what affects customer satisfaction and behavioral intentions? International Journal of Hospitality Management, 28(3), 338-348.
     Google Scholar
  27. Lusch, R. F., Vargo, S. L., & O'Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.
     Google Scholar
  28. Lusch, R.F. & Vargo, S.L. (2011). Service-dominant logic: A necessary step. European Journal of Marketing, 45(7/8), 1298-1309.
     Google Scholar
  29. Lütjen, H., Schultz, C., Tietze, F., & Urmetzer, F. (2019). Managing ecosystems for service innovation: A dynamic capability view. Journal of Business Research, 104, 506-519.
     Google Scholar
  30. McAfee, A. (2002). The impact of enterprise information technology adoption on operational performance: An empirical investigation. Production and Operations Management, 11(1), 33-53.
     Google Scholar
  31. Melancon, P.J., Griffith, D. A., Noble, S. M., & Chen, Q. (2010). Synergistic effects of operant knowledge resources. Journal of Services Marketing, 24(5), 400-411.
     Google Scholar
  32. Mostafa, R. B. (2016). Value co-creation in industrial cities: A strategic source of competitive advantages. Journal of Strategic Marketing, 24(2), 144-167.
     Google Scholar
  33. Nambisan, S., & Sawhney, M. (2007). A buyer's guide to the innovation bazaar. Harvard Business Review, 85(6), 109-118.
     Google Scholar
  34. Navarro, S., Andreu, L. & Cervera, A. (2014). Value co-creation among hotels and disabled customers: An exploratory study. Journal of Business Research, 67, 813–818.
     Google Scholar
  35. Ndubisi, N. O., Dayan, M., Yeniaras, V., & Al-hawari, M. (2020). The effects of complementarity of knowledge and capabilities on joint innovation capabilities and service innovation: The role of competitive intensity and demand uncertainty. Industrial Marketing Management, 89, 196-208.
     Google Scholar
  36. Nshimiyimana, A. (2020). The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty–A Case Study from Bank of Kigali. European Journal of Business and Management Research, 5(4), 1-11.
     Google Scholar
  37. Ofosu-Boateng, I., & Acquaye, P. (2020). Effects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana. European Journal of Business and Management Research, 5(5), 1-9.
     Google Scholar
  38. Ordanini, A., & Parasuraman, A. (2011). Service innovation viewed through a service-dominant logic lens: a conceptual framework and empirical analysis. Journal of Service Research, 14(1), 3-23.
     Google Scholar
  39. Paswan, K.A., D'Souza, D., & Rajamma, K.R. (2014). Value co-creation through knowledge exchange in franchising. Journal of Services Marketing, 28(2), 116-125.
     Google Scholar
  40. Polat, I., & Atalik, O. (2021). The evaluation of SD orientation on service innovation and performance of airline. University of South Florida M3 Center Publishing, 5(2021), 39-50.
     Google Scholar
  41. Pradnyadewi, L. P. A., & Giantari, I. A. (2022). Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty on Tokopedia Customers in Denpasar. European Journal of Business and Management Research, 7(2), 200-204.
     Google Scholar
  42. Prahalad, C.K. & Ramaswamy, V. (2004). The future of competition: Co-creating value with customers. Boston: Harvard Business School Press.
     Google Scholar
  43. Sanden, B., Gustafsson, A. & Witell, L. (2006). The role of the customer in the development process. In Involving Customers in New Service Development. Edvardsson, B., Gustafsson, A., Kristensson, P., Magnusson, P. & Matthing, J. (Eds.). London: Imperial College Press, pp. 33-56.
     Google Scholar
  44. Serenko, A., & Bontis, N. (2004). Meta‐review of knowledge management and intellectual capital literature: Citation impact and research productivity rankings. Knowledge and Process Management, 11(3), 185-198.
     Google Scholar
  45. Teece, D. J., Pisano, G., & Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 509-533.
     Google Scholar
  46. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
     Google Scholar
  47. Vargo, S.L. & Akaka, M.A. (2009). Service-dominant logic as a foundation for service science: Clarifications. Service Science, 1(1), 32–41.
     Google Scholar
  48. Vargo, S.L. & Lusch, R.F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.
     Google Scholar
  49. Verma, R. & Jayashima, K.R. (2012). Linking resource-advantage (R-A) theory and service-dominant (S-D) logic: An integrative framework of service innovation research. International Journal of Business Competition and Growth, 2(4), 306-323.
     Google Scholar
  50. Wantara, P., & Irawati, S. A. (2021). Relationship and Impact of Service Quality, Destination Image, on Customer Satisfaction and Revisit Intention to Syariah Destination in Madura, Indonesia. European Journal of Business and Management Research, 6(6), 209-215.
     Google Scholar
  51. Wernerfelt, B. (1984). A resource‐based view of the firm. Strategic Management Journal, 5(2), 171-180.
     Google Scholar
  52. Yiu, H. L., Ngai, E. W., & Lei, C. F. (2020). Impact of service‐dominant orientation on the innovation performance of technology firms: Roles of knowledge sharing and relationship learning. Decision Sciences, 51(3), 620-654.
     Google Scholar