Identification of the factors that influence service innovation in manufacturing enterprises by using the fuzzy DEMATEL method

摘要

With the rise of the service economy, many companies are attempting to gain a competitive advantage through service innovation. However, the existing research on the factors influencing service innovation appears to be scattered, lacking comprehensive and systematic understanding, and failing to find any causal relationship between factors and the importance of each factor. Hence, this paper will systematically identify and analyze the factors that influence service innovation based on a service ecosystems perspective in manufacturing enterprises. This paper uses a set of factors that influence service innovation through an analysis of the existing service innovation literature, and uses the Decision Making Trial and Evaluation Laboratory method to more accurately quantify the causal relationship of each factor and to identify the key influencing factors. The results show that customer participation, frontline employee participation, information technology capability, knowledge sharing, senior management support, and market turmoil are the key influencing factors. This study explores the key factors influencing service innovation in manufacturing enterprises, and discriminates the causal relationship between various factors. This study contributes to the literature on service innovation, provides future research directions and helps managers to more easily achieve service innovation. (C) 2020 Elsevier Ltd. All rights reserved.