There are ongoing predictions that business intelligence (BI) capabilities will lead to the improved performance of new service products (NSPs). However, theoretical and empirical research have yet to explain the nature of this contribution. Based on dynamic capability theory, the current research suggests a model explaining how BI capabilities could impact the performance of NSPs. Specifically, it suggests that BI capabilities could lead to better NSP performance by facilitating proximal conditions of NSP, including customer value anticipation capacity, NSP innovativeness capacity and new product speed to market capacity. The results, based on responses by 583 service firms’ marketing and sales directors, indicated that benefits from BI capabilities could be realised indirectly via their intermediate impact on proximal conditions, which in turn influence the outcome of the impact of variables on NSP performance. The contribution of this research is a better theoretical understanding and advanced managerial insight into practices on the use of BI as a tool to enhance NSP performance instead of relying on the prevailing anecdotal evidence.

有持续的预测，商业智能 (BI) 功能将提高新服务产品 (NSP) 的性能。然而，理论和实证研究尚未解释这种贡献的性质。基于动态能力理论，当前的研究提出了一个模型来解释 BI 能力如何影响 NSP 的性能。具体而言，它表明BI能力可以通过促进NSP的邻近条件来提高NSP绩效，包括客户价值预期能力、NSP创新能力和新产品上市速度。结果基于 583 家服务公司的营销和销售主管的回应，表明 BI 能力的好处可以通过它们对邻近条件的中间影响来间接实现，这反过来又会影响变量对 NSP 绩效的影响的结果。这项研究的贡献是对使用 BI 作为提高 NSP 绩效的工具而不是依赖于普遍的轶事证据的实践有了更好的理论理解和先进的管理洞察力。