Organizational adoption of new service development tools

Dayu Jin · Kah‐Hin Chai · Kay‐Chuan Tan

43 citations0/0 files storedManaging Service Quality

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Service and Product Innovation

Abstract

Purpose A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this paper is to investigate the usage pattern of NSD tools and to identify the factors that influence their adoption. Design/methodology/approach By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial least squares was used to test the model comprising both reflective and formative constructs. Findings The framework shows satisfactory predictive power. Attitude, subjective norm, and perceived behaviour control are significantly related to behaviour intention. Perceived usefulness and perceived ease of use are antecedents of attitude. Competitive pressure influences subjective norm. Perceived behaviour control is determined by compatibility and resource commitment. Research limitations/implications TPB can be applied at the firm level by treating the opinion of managers as the proxy of that of the organization. Findings are limited to the small sample size and a focus on only financial services. Practical implications Only a small group of NSD tools are used frequently in the firms surveyed. Service firms should pay more attention to the tools available and the factors associated with their adoption. Originality/value The paper identifies factors worth noticing when researchers and practitioners develop and implement NSD tools. Also, the data confirmed the appropriateness of the extension of TPB to predict organizational adoption behaviour.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 43 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1991The theory of planned behavior 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2003User Acceptance of Information Technology: Toward A Unified View1 1983The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields 2019Diffusion of Innovations 1 2004The iron cage revisited institutional isomorphism and collective rationality in organizational fields

Cited by

2017Application of the theory of planned behavior to customer switching intentions in the context of bank consolidations 2021Measuring institutional pressures in a supply chain context: scale development and testing 2021Studying the impact of food values, subjective norm and brand love on behavioral loyalty 2015Does online collaboration with customers drive innovation performance?2015Trend spotting and service innovation

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.