The role of organizational resilience in SME service innovation and value cocreation

IF 3.8 4区 管理学 Q2 BUSINESS
Evelyn Lopez, Jose A. Flecha-Ortiz, Maria Santos-Corrada, Virgin Dones
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引用次数: 0

Abstract

Purpose

The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses.

Design/methodology/approach

This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling.

Findings

The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises.

Originality/value

This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.

组织复原力在中小企业服务创新和价值创造中的作用
目的 COVID-19 大流行对中小型服务企业(SMEs)产生了重大影响,因此了解这些企业如何才能更具复原力以及服务创新如何才能成为提高其适应能力和生存能力的有效战略变得更加重要。本研究旨在探讨动态能力在服务创新中作为解释波多黎各和多米尼加共和国中小企业在 COVID-19 危机中的复原力的因素所起的作用及其对服务创新的影响。此外,作者还评估了服务创新是否对这些企业的价值创造有重大影响。本研究采用定量方法,对波多黎各和多米尼加共和国的 118 家中小企业主进行了调查。研究结果从创新的角度而非回顾的方法来分析复原力,反映了重要的理论贡献。此外,还讨论了对中小企业营销服务的理论贡献,这是一个研究不足的课题。研究结果还讨论了通过资源重新配置进行服务创新的作用,以及这如何成为在危机期间与客户共同创造价值的有效战略。它提出了一个愿景,以满足对小企业复原力进行更清晰概念化研究的需求。这凸显了考虑地区差异和服务创新的重要性,它们是提高复原力和与客户共同创造价值的有效战略。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
期刊介绍: ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.
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