Exploring the Performance of Service Innovation: Infrastructure Capability and Innovation Orientation Complementarity

摘要

This paper examines how firms bundle infrastructure capability and innovation orientation to enhance the service innovation with IT support (SIIT) and its impact on firm's performance outcomes of market performance and financial performance. The result of data gathered from 127 hotel service firms in Vietnam suggest that the impact of SIIT on firm outcomes begins with infrastructure capabilities and innovation orientation, and that the complementarity between these two factors appear to affect SIIT. In addition, market performance mediates the relationship between SIIT and financial performance.