Purpose

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and service innovation (SI). Moreover, it investigates the impact of SI on a company’s performance and the moderating role of digitalization in the relationships between critical factors and SI.

Design/methodology/approach

Primary data were collected through a survey and partial least squares structural equation modeling was used to analyze the collected data and test the research hypotheses.

Findings

The results suggest positive associations of service strategy toward culture-climate, leadership, customer involvement and technology strategy in terms of significance and effect size. However, only two factors (e.g. customer involvement and technology strategy) positively influence SI, which affects financial and non-financial performance. Furthermore, digitalization does not strengthen the influence of four antecedents (i.e. culture-climate, leadership, customer involvement and technology strategy) in SI.

Originality/value

First, the study provides a comprehensive framework of SI critical factors and their impact on company performance. Second, it links servitization, SI and digitalization. Third, it tests the effects of digitalization.

中文翻译：

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医疗器械制造商的服务创新：数字化重要吗？

目的

本研究旨在验证服务战略、文化气候、领导力、客户参与、技术战略和服务创新 (SI) 等关键因素之间的关系模型。此外，它还研究了 SI 对公司绩效的影响以及数字化在关键因素与 SI 之间的关系中的调节作用。

设计/方法/方法

通过调查收集原始数据，并使用偏最小二乘结构方程模型分析收集的数据并检验研究假设。

发现

结果表明，就重要性和影响大小而言，服务战略与文化气候、领导力、客户参与和技术战略之间存在正相关。然而，只有两个因素（例如客户参与和技术战略）对 SI 产生积极影响，这会影响财务和非财务绩效。此外，数字化并没有增强 SI 中四个前因（即文化气候、领导力、客户参与和技术战略）的影响。

原创性/价值

首先，该研究提供了一个全面的 SI 关键因素及其对公司绩效的影响的框架。二是连接服务化、SI和数字化。三是检验数字化效果。