Premium
The Influence of Service Innovation Capability for Self‐Service Technology Investment
Author(s) -
Tsou HungTai,
Chen LuJui
Publication year - 2019
Publication title -
canadian journal of administrative sciences / revue canadienne des sciences de l'administration
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.347
H-Index - 48
eISSN - 1936-4490
pISSN - 0825-0383
DOI - 10.1002/cjas.1520
Subject(s) - investment (military) , customer relationship management , service (business) , business , service innovation , industrial organization , tertiary sector of the economy , customer service , knowledge management , marketing , computer science , political science , politics , law
The purpose of this paper is to predict self‐service technology (SST) investment from the extents of service innovation capability (SIC) and electronic customer relationship management (e‐CRM) practices. This study proposes a theoretical framework that delineates the relationships among SIC, e‐CRM practices, and SST investment. The results indicate that SIC has positive impacts on e‐CRM practices, which in turn are positively related to SST investment. Moreover, e‐CRM practices have partial mediating effects on the relationships between SIC and SST investment as well as have partial moderating effects on the relationships between SIC and SST investment. © 2018 ASAC. Published by John Wiley & Sons, Ltd.