Author
José Ángel López-Sánchez
Bio: José Ángel López-Sánchez is an academic researcher from University of Extremadura. The author has contributed to research in topics: Service (business) & Service innovation. The author has an hindex of 6, co-authored 11 publications receiving 576 citations.
Papers
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TL;DR: In this article, the authors propose that organizational learning acts as a forerunner of a firm's ability to adapt to evolving market con- ditions (strategic flexibility), and that OL and flexibility simultaneously foster the implementation of differentiation and cost-leadership strategies.
335 citations
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TL;DR: In this paper, the authors investigate the relationship between innovative culture, innovation efforts, and their performance among knowledge-intensive business services (KIBS) in terms of customer-related outcomes and market and financial results relative to competition.
Abstract: Purpose – The purpose of this paper is to investigate the relationship between innovative culture, innovation efforts, and their performance among knowledge-intensive business services (KIBS). Innovation intensity is evaluated in the technical and administrative domains. Performance indicators include customer-related outcomes and market and financial results relative to competition. To provide insight into how innovativeness contributes to sustaining a KIBS' competitiveness, the mediating role of its predisposition to involve customers and front-line employees in new service development is also considered. Design/methodology/approach – In accordance with the objectives of the research, and from an extensive review of the literature, the authors develop a conceptual model and test it on a sample of 154 Spanish KIBS using structural equation modelling. Findings – The results show that KIBS' appraisal of customers' and front-line employees' participation in new service co-creation is strongly determined by ...
103 citations
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TL;DR: In this paper, the authors examined how the collaboration with FLEs along the new service development (NSD) process, namely FLE co-creation, impacts on service innovation performance following two routes of different effects.
Abstract: From a Service-Dominant Logic (S-DL) perspective, employees constitute operant resources that firms can draw to enhance the outcomes of innovation efforts. While research acknowledges that frontline employees (FLEs) constitute, through service encounters, a key interface for the transfer of valuable external knowledge into the firm, the range of potential benefits derived from FLE-driven innovation deserves more investigation. Using a sample of knowledge intensive business services firms (KIBS), this study examines how the collaboration with FLEs along the new service development (NSD) process, namely FLE co-creation, impacts on service innovation performance following two routes of different effects. Partial least squares structural equation modeling (PLS-SEM) results indicate that FLE co-creation benefits the NS success among FLEs and firm’s customers, the constituents of the resources route. FLE co-creation also has a positive effect on the NSD speed, which in turn enhances the NS quality. NSD speed and NS quality integrate the operational route, which proves to be the most effective path to impact the NS market performance. Accordingly, KIBS managers must value their FLEs as essential partners to achieve successful innovation from an internal and external perspective, and develop the appropriate mechanisms to guarantee their effective involvement along the NSD process.
101 citations
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TL;DR: In this paper, the authors used polychoric correlations (Br J Math Stat Psychol 48:339-358, 1995), together with a robust methodological approach, to analyze categorical variables in structural equation systems in EQS.
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There is a widespread agreement that organizational learning (OL) and firms’ innovative culture (innovativeness) positive influence organizational innovation (OI), which ultimately fosters long-term competitiveness. However, there is more limited empirical evidence on the role of OL as a forerunner of innovativeness, on the combined effects of OL and innovativeness on OI and how performance is ultimately improved. In this research OI is assessed as firms' actual ability to regularly adopt and implement more technical and administrative innovations with a greater degree of incorporated novelty, relative to their main competitors, in an attempt to approach innovation from a comprehensive viewpoint and to evaluate the attainment of superior competitive advantage in the innovation field. Effects on performance are evaluated at both the organizational level and in the commercialization of new services by means of two different conceptual models. The conceptual models are tested on a sample of 246 knowledge intensive business services (KIBS) located in Spain. We used polychoric correlations (Br J Math Stat Psychol 48:339-358, 1995), together with a robust methodological approach, to analyze categorical variables in structural equation systems in EQS. The empirical results show that OL is an important antecedent for innovativeness and that the latter plays a key role in the adoption of more technical and administrative innovations with a greater degree of incorporated novelty. OL exerts a direct effect on administrative innovation efforts although, contrary to previous research, the mediating role of innovativeness is required for the former to affect technical innovation . The research also supports the influence of OI on the attainment of competitive advantages at the business level and in the performance of new services. KIBS’ higher ability to innovate constitutes thus a valuable resource to foster customer performance and profitability at the business level and in the commercialization of new service offerings.
69 citations
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TL;DR: In this paper, the authors examined the effects of new service co-creation with customers in the hotel industry on NS performance, as well as the moderating role of top management support, and explored the main barriers faced by hotels to co-create service innovations.
Abstract: Hotels can strengthen their competitiveness by expanding their innovation process beyond the boundaries of the firm to exploit the valuable knowledge and skills of their customers. This study examines the effects of new service (NS) co-creation with customers in the hotel industry on NS performance, as well as the moderating role of top management support. The research also explores the main barriers faced by hotels to co-create service innovations. Partial least squares structural equation modelling results indicate that Customer co-creation exerts a direct impact on NS market outcomes and NS development (NSD) speed, which in turn favours NS quality. NS quality translates into better NS customer-related outcomes as well as in improved NS market outcomes. Top management support enhances the effect of Customer co-creation on the NSD speed. The main barrier to NS co-creation in hotels is to find customers interested in devoting time to this activity or with the appropriate knowledge and experience.
51 citations
Cited by
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01 Jan 2004
TL;DR: Prahalad and Ramaswamy as mentioned in this paper presented a framework for co-creation of value where customer is at the centre stage, and the authors have accomplished that with aplomb.
Abstract: THE FUTURE OF COMPETITION: CO-CREATING UNIQUE VALUE WITH CUSTOMERSC.K. Prahalad & Venkat RamaswamyThe authors - C.K. Prahlad and Venkat Ramaswamy, are known for their non-traditional approach and that has made possible to bring out this path breaking book. Unlearning age old management practices and understanding the changes that is sweeping the business world and giving a framework to the still evolving concept of co-creation of value where customer is at the centre stage is indeed a tough task. And authors have accomplished that with aplomb.Our industrial system is generating more goods and services than before but customer satisfaction remains low in spite of having overwhelming choices, profit level of companies is shrinking though many more decision making tools are at its disposal. What is going wrong and how to set this right? Companies are grappling with these issues and trying to fathom these problems. With the emerging technologies, customers are well informed, well connected with their peer groups and very active in their domain. Now customers have started playing dominant role in the value chain through co-creation of experience which enhances the value.The book can be divided into three distinct parts covering twelve chapters, highlighting future of competition and the role to be played by consumers, markets and companies. First six chapters develop the framework of consumers' role in the changing scenario. Early chapters give a brief account of the change that is taking place; how autonomy of companies in creating product value and satisfying consumers, is slowly and surely giving way to consumer-centric approach? How consumer and firm interact and co-create value, and how the cocreation experience becomes the very basis of value? The authors develop the co-creation experience framework in the subsequent chapters very cogently and lucidly. It goes like this, the co-creation experience depends highly on individuals. Each person's uniqueness affects co-creation process as well as co-creation experience. Dialogue, access, risk assessment and transparency (DART) are the building blocks of value co-creation process and companies use this to engage customer effectively as collaborator. In the domain of competition, co-creation experience plays the most important role in decision making. This process further gains momentum in the later chapters of first part as co-creation experience is shaped by dimensions such as choice of channels, options made available, quality of transaction and price-experience relationship. This experience will vary from consumer to consumer due to the different traits of individual. To ensure that the transaction between the consumer and the firm produces positive co-creation experience, the presence of an appropriate environment is imperative, authors develop this concept very carefully. This environments accommodate the heterogeneity of consumer and facilitate a variety of co-creation experience. In the present day world, emerging technology acts as an experience enabler, facilitating innovation in experience environment. With intense competition, sky high consumer expectation; consumer looks for uniqueness which is possible only through personalized co-creation experience. …
657 citations
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TL;DR: An integrative, S-D logic–informed framework of CE is developed comprising three CE foundational processes, which are required (for customer resource integration), or conducive ( for customer knowledge sharing/learning) CE antecedents.
Abstract: Research addressing the micro-foundational theoretical entity of customer engagement (CE) has proliferated in recent years. In parallel, the macro-foundational theory of service-dominant (S-D) logic is thriving. While the fit of CE/S-D logic has been recognized, insight into this theoretical interface remains tenuous, as explored in this paper. We develop an integrative, S-D logic–informed framework of CE comprising three CE foundational processes, which are required (for customer resource integration), or conducive (for customer knowledge sharing/learning) CE antecedents. While customer resource integration, in some form, extends to coincide with CE, customer knowledge sharing/learning can also do so. We also identify three CE benefits (customer individual/interpersonal operant resource development, cocreation) as CE consequences, which can also coincide with CE. Deploying the framework, we revise Brodie et al.’s (Journal of Service Research, 14(3), 252–271, 2011) fundamental propositions of CE and apply these to customer relationship management. We conclude with theoretical and managerial implications, followed by future research avenues.
524 citations
01 Jul 1973
Abstract: Abstract : A study is reported of the variations in organizational commitment and job satisfaction, as related to subsequent turnover in a sample of recently-employed psychiatric technician trainees. A longitudinal study was made across a 10 1/2 month period, with attitude measures collected at four points in time. For this sample, job satisfaction measures appeared better able to differentiate future stayers from leavers in the earliest phase of the study. With the passage of time, organizational commitment measures proved to be a better predictor of turnover, and job satisfaction failed to predict turnover. The findings are discussed in the light of other related studies, and possible explanations are examined. (Modified author abstract)
497 citations
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01 Jan 2003TL;DR: In this paper, a conceptual framework and a series of research propositions are presented regarding key determinants of customers' responses to customized offers, including (a) the characteristics of customers preferences, cues provided by the offer regarding its fit with the customers' preferences, (b) customers' receptivity to offers seen as customized to their preferences, and (c) the specific customized offer's content and format.
Abstract: Over the past decade, marketers have been challenged by proponents of individual marketing (e.g., one-to-one marketing, mass customization, personalization) to shift from a focus on market segments to making individually customized offers. Specifically, marketers should develop "learning relationships" with their customers, be able to predict the customers' wants, and tailor their offerings to those preferences. Building on current knowledge regarding the manner in which customer preferences are constructed, the present research examines the basic premise of these new approaches and, specifically, the manner in which customers evaluate and respond to offers that are customized to their wants. A conceptual framework and a series of research propositions are presented regarding key determinants of customers' responses to customized offers, including (a) the characteristics of customers' preferences, (b) cues provided by the offer regarding its fit with the customers' preferences, (c) customers' receptivity to offers seen as customized to their preferences, and (d) the specific customized offer's content and format. The theoretical and practical implications of the framework and research propositions are discussed.
391 citations
01 Jan 2007
TL;DR: Exploring the Contributions of Ordinary Users in Ideation of Technology-Based Services as discussed by the authors explores the contributions of ordinary users in the creation of technology-based services and explores the role of the average user in this process.
Abstract: Exploring the Contributions of Involving Ordinary Users in Ideation of Technology-Based Services
290 citations