Innovation patterns and their effects on firm performance

• Published in: The Service industries journal Vol. 36; no. 3-4; pp. 81 - 101
• Main Authors: Ryu, Hyun-Sun, Lee, Jae-Nam
• Format: Journal Article
• Language: English
• Published: London Routledge 11.03.2016; Taylor & Francis Ltd
• Subjects: Business services; Customer services; Financial performance; firm performance; innovation patterns; Innovations; Service innovation; Studies; Technological change; South Korea
• ISSN: 0264-2069; 1743-9507
• DOI: 10.1080/02642069.2016.1155114

This study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms' major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: 'service delivery-based high-technology', 'service delivery and customer interaction-integrated', 'customer interaction-based high-technology', and 'strongly balanced' innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance. Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance.