Lei Li, Qingyun Huang, KwanHo Yeung and Zhaoquan Jian
The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of…
Abstract
Purpose
The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of task-technology fit (TTF) in that effect.
Design/methodology/approach
This paper develops a model based on service-dominant logic (SDL) and TTF theory, and validates it using a hierarchical regression with the data collected from 634 online banking customers in Guangdong Province and Guangxi Zhuang Autonomous Region in China.
Findings
The findings reveal that HCI in e-service contexts comprises five components. Three fundamental components (i.e. technology functionality, customer technology readiness and task routine) contribute to value co-creation. Two core components (i.e. interaction between customer technology readiness and technology functionality, and interaction between task routine and technology functionality) are inhibitors, but the inhibitory effect of the former is only significant in the Guangdong sample. TTF takes a mediating role in these relationships, but the mediating effect of the former core component is only significant in the Guangdong sample.
Originality/value
This paper explains two basic questions about the trigger points of value co-creation in e-service contexts (i.e. what their operational definitions are and how to measure them) and unlocks the “black box” of value co-creation by taking TTF as a mediator. SDL and TTF theory are extended. The paper provides suggestions for how practitioners can efficiently advance value co-creation with customers.
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Osman Mohamed Ali Osman and Zhaoquan Jian
Customer firms and suppliers are valuable knowledge resources that can be used for achieving superior new service development (NSD) performance. This study aims to investigate how…
Abstract
Purpose
Customer firms and suppliers are valuable knowledge resources that can be used for achieving superior new service development (NSD) performance. This study aims to investigate how supply chain relationship quality (SCRQ) and knowledge sharing promote the success of NSD, and examines service modularity as an important contingency factor that enhances NSD performance in supply chains.
Design/methodology/approach
Based on service-dominant logic, this study builds a conceptual model to empirically explore the impacts of SCRQ and knowledge sharing on NSD performance, and highlights the moderating effect of service modularity by means of survey methodology of 295 Chinese service firms to test the research hypotheses.
Findings
Regression analysis results show that SCRQ has significant positive effects on knowledge sharing and NSD performance; knowledge sharing plays a partial intermediary role between SCRQ and NSD performance; and service modularity partially moderates the relationships between SCRQ, knowledge sharing and NSD performance.
Research limitations/implications
Generalizations here are limited to Chinese service firms. Service modularity in manufacturing firms experimenting with servitization has yet to be examined and provides a good avenue for future research.
Originality/value
This study contributes to service management literature by providing empirical understanding of how service modularity affects NSD performance in multiprovider contexts. Furthermore, this study offers novel insights on the impacts of inter-firm relationship quality and knowledge sharing in modular collaborative innovation.
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Zhaoquan Jian, Mudaser Javaid and Shudi Liao
Previous investigations into the connection between strategic orientation (SO) and firm performance (FP) have generated inconsistent outcomes. The authors aim to reconcile and…
Abstract
Purpose
Previous investigations into the connection between strategic orientation (SO) and firm performance (FP) have generated inconsistent outcomes. The authors aim to reconcile and explain these varying results through the application of a mediated moderation model. The purpose of this paper is to explore how SO and strategic flexibility (SF) could create the possibility of improving FP. The indirect effect of SO was also tested in this study. Furthermore, by using the moderated mediation model, the authors also investigated the moderating role of strategic human resource management (SHRM).
Design/methodology/approach
This study adopted the empirical research method, collecting data through questionnaires by a two-wave and multi-source data collection approach. The sample consisted of 188 firms from Shandong and Fujian Province in China. SPSS was used to test the research hypotheses.
Findings
This study examines how and when SO enhances FP by considering SF as a critical mediator and SHRM as an important contingency of the mediation effect. The results revealed that SO positively affects SF and FP in small and medium-sized enterprises (SMEs). Furthermore, the mediating role of SF between the relationships of SO and FP was also confirmed. Moreover, SHRM strengthens the connection between SO, SR and FP.
Originality/value
This study contributes to the SO literature by revealing how firms translate their SO-based strategies into positive FP through SF and when this indirect effect is most effective.