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DO YOU HAVE THE “S” FACTOR FOR SERVICE INNOVATION? HOW STEWARDSHIP CONTRIBUTES TO SERVICE INNOVATION CAPABILITIES IN SERVICE-DOMINANT LOGIC

Nee, Nancy Y.
http://rave.ohiolink.edu/etdc/view?acc_num=case1585250275019877

Abstract Details

2020, Doctor of Philosophy, Case Western Reserve University, Management.
Previous service innovation research has predominantly focused either on outcomes and typologies of service innovation or on the service innovation process itself. Little work explores service-innovation antecedents such as managers’ behaviors or firm capabilities. This work helps fill this research gap. Specifically, this research explores how organizational-level factors help facilitate stewardship and thus drive service innovation capabilities. Stewardship is key in service-dominant logic as the value proposition is a promise not only about 'what' but also about 'how' the firm, the customer, and other parties co-create value on the basis of the value proposition, with the help of resources, providing a link between the behaviors, activities, and outcomes. To fill the research gap in service-innovation antecedents, the aim of this study is to examine stewardship as an operant resource in service-innovation antecedents and its effects that support and/or constrain the action of other operant resources such as service innovation capabilities under S-D logic. I use a mixed-methods approach to first understand (Study 1) what aids service innovation leading then to measure (Study 2 and Study 3) how and to what extent the role of stewardship as an operant resource affects other operant resources such as service innovation behavior, service innovation ideation, service innovation strategy development, and the utilization of the voice of the customer. My results suggest that the construct of stewardship has a positive impact on S-D logic’s operant resources. My research findings explain the granularity of stewardship in S-D logic, with broader implications for service innovation.
Casey Newmeyer, Ph.D. (Committee Chair)
Yunmei Wang, Ph.D. (Committee Member)
Stephan Liozu, Ph.D. (Committee Member)
Rakesh Niraji, Ph.D. (Committee Member)
178 p.
Design; Management; Marketing
Stewardship; service innovation; service-dominant logic; goods-dominant logic; servitization; operant resources; operand resources; dynamic resources; service innovation capability

Recommended Citations

Citations

  • Nee, N. Y. (2020). DO YOU HAVE THE “S” FACTOR FOR SERVICE INNOVATION? HOW STEWARDSHIP CONTRIBUTES TO SERVICE INNOVATION CAPABILITIES IN SERVICE-DOMINANT LOGIC [Doctoral dissertation, Case Western Reserve University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=case1585250275019877

    APA Style (7th edition)

  • Nee, Nancy. DO YOU HAVE THE “S” FACTOR FOR SERVICE INNOVATION? HOW STEWARDSHIP CONTRIBUTES TO SERVICE INNOVATION CAPABILITIES IN SERVICE-DOMINANT LOGIC . 2020. Case Western Reserve University, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=case1585250275019877.

    MLA Style (8th edition)

  • Nee, Nancy. "DO YOU HAVE THE “S” FACTOR FOR SERVICE INNOVATION? HOW STEWARDSHIP CONTRIBUTES TO SERVICE INNOVATION CAPABILITIES IN SERVICE-DOMINANT LOGIC ." Doctoral dissertation, Case Western Reserve University, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=case1585250275019877

    Chicago Manual of Style (17th edition)

case1585250275019877
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This open access ETD is published by Case Western Reserve University School of Graduate Studies and OhioLINK.