Moderating Effect of Service Delivery Systems on Relationship between Service Innovation and Corporate Performance in Chinese Industry
AUTHORS
Yeonggil Kim,Department of Global Trade and Management, Shinhan Unversity 95 Hoam-ro, Uijeongbu-si, Gyeonggi-do 11644, Korea
Jeong Soo Park,Da Vinci College of General Education, Chung-Ang University 84 Heukseok-ro, Dongjak-gu, Seoul 06974, Korea
ABSTRACT
The first goal of this study is to confirm if service innovation has positive effect on corporate performance in China. The second goal is to whether the two service delivery systems of technical one and workforce-oriented one have positive moderating effect on that relationship respectively. For those purposes, surveys and empirical studies using validity check, regression model and moderate regression model are conducted. As the results of those studies, we found that service innovation has positive effect on corporate performance in sample companies of China. Furthermore, technical service delivery system showed positive moderate effect on relationship between service innovation and corporate performance, while workforce-oriented service delivery system did not. These results give us an managerial implication that when service innovation and technical service delivery system are matched, they show synergy effect and can improve performance more effectively than workforce-oriented one
KEYWORDS
service innovation, service delivery system, Chinese industry. moderate regression model
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