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Co-creating e-service innovations: Theory, practice, and impact on firm performance

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  • Chuang, Shu-Hui
  • Lin, Hong-Nan

Abstract

Recently, profound technological changes and greater customer demand have triggered a sudden increase in e-service innovations. However, little research so far has explored the capabilities needed in order to innovate and implement e-service solutions. The purpose of this study is to investigate the antecedents of e-service innovation and its impact on a firm's performance outcomes of value cocreation and firm value. The main research method of this study is a quantitative survey and analysis. Our analysis of 119 financial service firms in Taiwan shows that the impact of e-service innovation on firm outcomes begins with e-service and cooperation capabilities, and that the complementarity between these factors positively influences e-service innovation. Furthermore, e-service innovation exerts a positive effect on value cocreation, thereby improving firm value.

Suggested Citation

  • Chuang, Shu-Hui & Lin, Hong-Nan, 2015. "Co-creating e-service innovations: Theory, practice, and impact on firm performance," International Journal of Information Management, Elsevier, vol. 35(3), pages 277-291.
    • Handle: RePEc:eee:ininma:v:35:y:2015:i:3:p:277-291
    DOI: 10.1016/j.ijinfomgt.2015.01.002
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