Title: Impact of service co-creation on performance of firms: the mediating role of market oriented strategies

 

Author: Rajeev Verma; Rajagopal; Pável Reyes Mercado

 

Addresses:
Indian Institute of Management, Prabandh Shikhar, Rau, Indore, Madhya Pradesh, 453331, India
EGADE Business School, Tecnologico de Monterrey, 222. Calle del Puente, Col. Ejidos de Huipulco, Tlalpan, Mexico City Campus, 14380 DF, Mexico
EGADE Business School, Tecnologico de Monterrey, 222. Calle del Puente, Col. Ejidos de Huipulco, Tlalpan, Mexico City Campus, 14380 DF, Mexico

 

Journal: Int. J. of Services and Operations Management, 2013 Vol.15, No.4, pp.449 - 466

 

Abstract: Firms carrying co-creative business architecture reap substantial benefits by differentiating from competitors and getting competitive advantage in the market place. Paper investigates service co-creation architecture and its role in the sustainable competitive advantage of the firms. The study focuses on the service innovation process and develops a model of service co-creation - market orientation - competitive advantage-based firm performance measure. Using survey data of 119 financial ventures based in Mexico, we found that market capability in terms of market orientation mediates the service co-creational-performance relationship, while innovation orientation of the firm moderates the firm co-creational capabilities. Moreover, market orientation strengthens the consumer, business and knowledge integration effect on firm performance. Overall, this paper aims to contribute to the strategic planning of the service firms by guiding their resource allocation to ensure sustainable growth.

 

Keywords: service innovation architecture; sustainable competitive advantage; SCA; resource advantage theory; service dominant logic framework; marketing strategy; service co-creation; firm performance; Mexico; resource allocation.

 

DOI: http://dx.doi.org/10.1504/IJSOM.2013.054885

 

Available online 17 Jun 2013

 

 

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