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Effect of different types of knowledge intensive business services on innovation and performance

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  • Mendoza, Marlene
  • Molina, Luis M.
  • Ortega-Egea, M. Teresa

Abstract

In recent years, firms have increasingly used knowledge services provided by knowledge-intensive business services (KIBS), but evidence on their impact on customer outcomes is mixed. To explain these mixed findings, this research proposes two explanations: The mediating role of knowledge integration capability (KIC) and the differential impact of different types of KIBS. KIBS can be of different types: professional (P-KIBS), research and development (R&D-KIBS) and information and communication technology (ICT-KIBS). To test the hypotheses of the research model, data from 368 firms in a developing country (Ecuador) were collected using PLS-SEM software. The results show that the effect of KIBS use on customer performance is a more complex relationship than might be expected a priori, as it depends on several factors. First, the effect of P-KIBS on customer performance is mediated by the knowledge integration capability of the customer firm. Second, the effect of R&D-KIBS on innovation performance is direct but does not affect overall performance. Third, the results indicate that ICT-KIBS do not have a significant effect on customer performance. The analysis of these results indicates the need for further studies to understand the complexity underlying this relationship.

Suggested Citation

  • Mendoza, Marlene & Molina, Luis M. & Ortega-Egea, M. Teresa, 2025. "Effect of different types of knowledge intensive business services on innovation and performance," Technological Forecasting and Social Change, Elsevier, vol. 210(C).
    • Handle: RePEc:eee:tefoso:v:210:y:2025:i:c:s004016252400684x
    DOI: 10.1016/j.techfore.2024.123886
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