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End-User Collaboration for Process Innovation in Services: The Role of Internal Resources

Author

Listed:
  • Mona Ashok

    (Henley Business School, University of Reading)

  • Rajneesh Narula

    (Henley Business School, University of Reading)

  • Andrea Martinez-Noya

    (University of Oviedo)

Abstract

This paper focuses on how to improve process innovation in service sectors. To do so, we analyse how the interplay of external knowledge sources (specifically, the intensity of end-user collaboration and the breadth of external collaboration) and the firm's internal resources impact process innovation at the firm level. Survey data from 166 Information Technology Services firms provide the empirical data, which is tested using the partial least squares structural equation model. Our results demonstrate that benefits from collaboration are not automatic, as the firm's commitment of internal resources fully mediates the impact of the intensity of end-user collaboration and breadth of external collaboration on process innovation. Thus, internal resources become critical to make effective use of the knowledge residing both internally and externally, and key managerial practices that enable a firm to extract benefits from external collaboration are identified.

Suggested Citation

  • Mona Ashok & Rajneesh Narula & Andrea Martinez-Noya, 2014. "End-User Collaboration for Process Innovation in Services: The Role of Internal Resources," John H Dunning Centre for International Business Discussion Papers jhd-dp2014-03, Henley Business School, University of Reading.
    • Handle: RePEc:rdg:jhdxdp:jhd-dp2014-03
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    References listed on IDEAS

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    Cited by:

    1. Elia, Stefano & Massini, Silvia & Narula, Rajneesh, 2019. "Disintegration, modularity and entry mode choice: Mirroring technical and organizational architectures in business functions offshoring," Journal of Business Research, Elsevier, vol. 103(C), pages 417-431.
    2. Chux Gervase Iwu & Christian Nedu Osakwe & Joseph Omotosho Ajayi, 2015. "Exploring the Effects of Brand Promotion and Brand Image Perception on Business Outcomes of Small-sized Agribusiness Firms," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 63(5), pages 1661-1669.
    3. Stefano Elia & Rajneesh Narula & Silvia Massini, 2015. "Disentangling the Role of Modularity and Bandwidth in Entry Mode Choice: The Case of Business Services Offshoring," John H Dunning Centre for International Business Discussion Papers jhd-dp2015-06, Henley Business School, University of Reading.

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    More about this item

    Keywords

    end-user collaboration; external knowledge sources; internal resources; process innovation; service industry;
    All these keywords.

    JEL classification:

    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • F23 - International Economics - - International Factor Movements and International Business - - - Multinational Firms; International Business

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