New Service Development and Digitalization: Synergies of Personal Interaction and IT Integration

Cecilia Lindh · Emilia Rovira Nordman

14 citations0/0 files storedServices Marketing Quarterly

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

Service and Product Innovation Customer Service Quality and Loyalty Digital Innovation in Industries

Abstract

This study investigates the effects of personal interaction and information technology integration (IT integration) on new service development in business-to-business (B2B) service firms' relationships. Personal interaction, IT integration and new service development are latent variables in a structural model tested with LISREL (N = 138). The relationship between personal interaction and IT integration is strong and indicates that both these constructs are drivers for new service development. Although both these constructs represent diverse ways of interacting, they both positively impact new service development. Hence, managers should not expect IT to replace personal interaction to a great extent in B2B-service contexts.

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 — 14 citations exist upstream.

References

1994The Commitment-Trust Theory of Relationship Marketing 1994A Dynamic Theory of Organizational Knowledge Creation 1955Construct validity in psychological tests.1986Organizational Information Requirements, Media Richness and Structural Design 1990The Effect of a Market Orientation on Business Profitability 1995AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS.1984A Service Quality Model and its Marketing Implications 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

Cited by

2020Digital love – inviting doubt into the relationship: the duality of digitalization effects on business relationships 2019The Hadith Digitization in Millennial Era: A Study at Center for Hadith Studies, Indonesia 2022A digital business ecosystem maturity model for personal service firms

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.