Moderate effect of service delivery systems on relationship between service innovation and corporate performance in china: An exploratory study

Abstract

The first goal of this study was to confirm whether service innovation effort of service companies has positive effect on corporate performance in China. The second goal was to uncover whether the two service delivery systems of technical one and workforce-oriented one have positive moderating effect on that relationship respectively. For these purposes, surveys and empirical studies using validity check, regression model and moderate regression model were conducted. As the results of those studies, we found that service innovation has positive effect on performance of sample companies of China. Furthermore, technical service delivery system showed positive moderate effect on relationship between service innovation and performance, while workforce-oriented service delivery system did not. These results give us a managerial implication that when service innovation and technical service delivery system were matched, they show synergy effect and can improve performance more effectively than workforce-oriented one. © Rushing Water Publishers Ltd. 2019.