Innovation Capabilities in Services: A Study in Supermarkets in Santa Catarina

Marcelo Augusto Menezes Deluca, Cláudio Reis Gonçalo, Deosir Flavio Lobo Castro Junior, Maurício Fernandes Pereira

Abstract


It is common to find organizational research seeking to understand the predictors elements to organizational performance. The objective of this research is to analyze the relationships between innovative capabilities, service differentiation and organizational performance. It has been researched theoretical evidence to support organizations that develop innovative element, therefore its innovative capacity, which is mediated differentiation of services improve performance organizacional.A methodology used was the bibliographical study of the variables of organizational innovative capacity, the element the differentiation of services and organizational development control items. From the theoretical studies it has been possible to develop 10 propositions of these relationships. And proposals: i) innovative capabilities have positive relationship with performance; ii) innovative capabilities have positive relationship with Service Differentiation in the Process dimension; iii) innovative capabilities have positive relationship with Service Differentiation in the People dimension; iv) innovative capabilities have positive relationship with Service Differentiation in environments dimension; v) Service Differentiation in the Process dimension has positive relationship with performance. vi) Service Differentiation in the People dimension has positive relationship with performance; vii) Service Differentiation in environments dimension has positive relationship with performance; viii) innovative capabilities have positive relationship with performance-mediated differentiation of services in its people dimension; ix) innovative capabilities have positive relationship with performance-mediated differentiation of services in their processes dimension; and x) innovative capabilities have positive relationship with performance-mediated differentiation of services in its environmental dimension.


Keywords


Innovative Capacity; Differentiation of Services; Performance.

References


Akman, G. (2008). Innovative capability, innovation strategy and market orientation: an empirical analysis in turkish software industry. International Journal of Innovation Management, 12 (1): 69–111.

Andreeva, T. & Chaika, V. (2006). Dynamic Capabilities: what they need to be dynamic? St. Petersburg State University. São Petersburgo: SPb. 2006.

Aulawi, H.; Sudirman, I.; Suryadi, K. & Govindaraju, R. (2009) Knowledge Sharing Behavior, Antecedent and Their Impact on the Individual Innovation Capability. Journal of Applied Sciences Research, 5 (12): 2238-2246.

Barney, J. B. (1991). Firm resource and sustained competitive advantage. Journal of Management, 17 (1): 99-120.

Barney, J. B. & Hesterly, W. S. (2007) Administração estratégica e vantagem competitiva. São Paulo: Pearson Prentice Hall.

Barrutia, J. M; Charterina, J. & Gilsanz, A. (2009) E-service quality: an internal, multichannel and pure service perspective. The Service Industries Journal. 29 (12): 1707-1721.

Becker. G. (1962). Investment in Human Capital: A Theoretical Analysis. Journal of Political Economy, 70 (5): 9-49.

Berman, B. & Evans, J. R. (2009). Retail Management: A Strategic Approach, Pearson Education.

Berry, L. (1982). Retail Positioning Strategies for the 1980’s. Business Horizon, 25(6): 45-50.

Bitner, M. J; Booms, B. H. & Tetreault, M. S. (1990) The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing. 54 (1): 71-84.

Blackwell, R. D.; Miniard, P. W. & Engel, J. E. (2005) Comportamento do consumidor. 9. ed. São Paulo: Pioneira.

Boava, D. L. T.; Macedo, F. M. F. & Sette, R. S. (2012) Contribuições do Ensaio Teórico para os Estudos Organizacionais. Anais do 7º Encontro de Estudos Organizacionais. ANPAD. Curitiba, Brasil.

Booms, B. H. & Bitner, M. J. (1981) Marketing strategies and organizational structures for service firms. In: J. Donnelly e W. R. (eds) Marketing of services, pp 47-51, Chicago: American Marketing Association.

Brown, S. & Lam, S. K. A. A. (2008). Meta-Analysis of Relationships Linking Employee Satisfaction to Custumer Responses. Journal of Retailing, 84 (3): 243-255.

Burns, T. & Stalker, G. M. (1961). The management of innovation. London: Tavistock Publications.

Cabral J. E. O.; Coelho, A. F. M.; Coelho, F. J. F. & Costa, M. P. B. (2015). Capabilities, innovation, and overall performance in Brazilian export firms. RAM, Revista de Administração Mackenzie, 16 (3): 76-108.

Çakar, N. D. & Ertürk, A. (2010). Comparing Innovation Capability of Small and Medium-Sized Enterprises: Examining the Effects of Organizational Culture and Empowerment. Journal of Small Business Management. 48 (3): 325–359.

Calantone, R. J.; Cavusgil, S. T. & Zhao, Y. (2002) Learning Orientation, Firm Innovation Capability and Firm Performance. Industrial Marketing Management, 31(6): 515-524.

Castro Júnior, D. F. L. (2013) Estratégias para a hotelaria executiva catarinense: análise entre as capacidades mercadológicas, diferenciação de serviços e desempenho. Tese de Doutorado em Administração. Universidade do Vale do Itajaí, Biguaçu, Santa Catarina.

Castro Júnior, D. F. L.; Gonçalo, C. R. & Rossetto, C. R. (2014). Diferenciação de serviços: construção e validação de escalas para mensuração. Revista de Administração FACES Journal, 13 (1): 46-64.

Chang, H. S. (2008) Increasing hotel customer value through service quality cues in Taiwan. The Service Industries Journal. 28 (1): 73-84.

Child, J. (1972). Organization Structure, Environmente, and Performance. Sociology. 6: 12-27.

Costa, P. R. & Porto, G. S. (2015). Capacidade dinâmica de cooperação nas multinacionais Brasileiras e seus fatores gerenciais determinantes. Revista Eletrônica de Negócios Internacionais – ESPM, 10 (1): 57-69.

Cronin Jr, J. J. & Taylor, A. S. (1992). Measuring Service Quality: a reexamination and a extension. Journal of Marketing, 56: 55-68.

Dalfovo, M. S; Machado, M. M; Wruck, J. & Silva, G. V. (2015). Análise da disponibilidade dos recursos organizacionais no atendimento aos stakeholders no setor de serviços. Revista Interdisciplinar Científica Aplicada, 9 (1): 87-104.

Dervitsiotis, K. N. (2010) Developing full-spectrum innovation capability for survival and success in the global economy. Total Quality Management, 21 (2): 159–170.

Dess, G. G. & Beard, D. W. (1984). Dimensions of organizational task environments. Administrative Science Quarterly. 29: 52 – 73.

Dickens, P. (1996). Human Service as service Industries. The Service Industries Journal. 16(1): 82-91.

Dill, W. R. (1958). Environment as an influence on managerial autonomy. Administrative Science Quarterly, 2(4): 409-443.

Dosi, G., Nelson, R. R. & Winter, S. G. (2000) Introduction: the nature and dynamics of organizational capabilities. In G. Dosi, R. Nelson, & S. G. Winter (Eds.). The nature and dynamics of organisational capabilities, pp 12-33. Oxford: Oxford Press.

Duncan, R. B. (1972). Characteristics of organizational environments and perceived environmental uncertainty. Administrative Science Quarterly, 17(3): 313-327.

Dunne, P.; Lusch, R. & Carver, J. (2011). Retailing. 7. ed. Ohio: South Westrn Cengage Learning.

Edvardsson, B. (1988). Service Quality in Customer Relationships: A study of critical incidents in mechanical engineering companies. The Service Industries Journal. 8 (4): 427-445.

Edvardsson, B. & Olsson, J. (1996). Key Concepts for New Service Development. The Service Industries Journal. 16 (2): 140-164.

Eisenhardt, K. & Martin, J. (2000). Dynamic capabilities: What are they? Strategic Management Journal, 21 (10): 105-121.

Escobar, M. A. R. (2012). Relação entre Capacidades dinâmicas, orientação empreendedora com o desempenho moderado pelo ambiente organizacional. Tese de Doutorado em Administração, Universidade do Vale do Itajaí, Biguaçu, Santa Catarina.

Fu, X. (2008). Foreign Direct Investment, Absorptive Capacity and Regional Innovation Capabilities: Evidence from China. Oxford Development Studies, 36 (1).

Golovko, E. & Valentini, G. (2011). Exploring the complementarity between innovation and export for SMEs’ growth. Journal of International Business Studies, 42: 362-380.

Grönroos, C. (1998). Marketing services: the case of a missing product. Journal of Business and Industrial Marketing. 13 (4/5): 322-338.

Grönroos, C. (2003). Marketing: gerenciamento e serviços. Rio de Janeiro: Elsevier.

Gurkov, I. (2006). Innovative Actions and Innovation (In)capabilities of Russian Industrial Companies — An Extension of a Quasi-longitudinal Study. Post-Communist Economies, 23(4): 507-516 .

Hambrick, D. C. & Fredrickson, J. W. (2001). Are you sure you have a strategy? Academy of Management Executive. 15 (4): 48-59.

Haring, M. D. & Mattsson, J. (1999) A Linguistic Approach to Studying Quality of Face-to-Face Communication. The Service Industries Journal. 19 (2): 28-48.

Helfat, C. E.; Finkelstein, S. & Mitchell, W. (2007). Dynamic Capabilities: Understanding Strategic Change. Oxford: Blackwell Publishing.

Ibáñez, V. A.; Hartmann, P. & Calvo, P. Z. (2006). Antecedents of Customer Loyalty in Residential Energy Markets: Service Quality, Satisfaction, Trust and Switching Costs. The Service Industries Journal. 26 (6): 633–650.

Jambulingam, T.; Kathuria, R. & Doucette, W. R. (2005). Entrepreneurial Orientation as a Basis for Classifi cátion within a Service Industry: The case of retail pharmacy industry. Journal of Operations Management, 23: 23-24.

Jansen, J. P.; Van Den Bosch, F. A. J. & Volberda, H. W. (2005). Managing potencial and realized absorptive capacity: how do organizational antecedents matter. Academy of Management Journal, 48 (6): 999-1015.

Jorgensen, F. & Kofoed, L. B. (2007). Integrating the development of continuous improvement and innovation capabilities into engineering education. European Journal of Engineering Education. 32 (2): 181–191.

Karatepe, O.M; Avci, T. & Arasli, H. (2004). Effects of Job Standardization and Job Satisfaction on Service Quality: A Study of Frontline Employees in Northern Cyprus. Services Marketing Quarterly. 25 (3): 01-17.

Kunz, G. I. (1998). Merchandinsing: Theory Principles and Practice. New York: Fairchild Books.

Lages, L. F.; Silva, G. & Styles, C. (2009) Relationship Capabilities, Quality, and Innovation as Determinants of Export Performance. Journal of International Marketing, 17 (4): 47–70.

Lawson, B. & Samson, D. (2001). 'Developing Innovation Capability in Organizations: A Dynamic Capabilities Approach', International Journal of Innovation Management, 5 (3): 377-400.

Lee, H. & Kelley, D. (2008). Building dynamic capabilities for innovation: an exploratory study of key management practices. R&D Management, 38 (2): 155-168.

Lee, J. (2005). Measuring Service Quality in a Medical Setting in a Developing Country: The Applicability of SERVQUAL. Service Marketing Quarterly. 27 (2): 1-14.

Lehtinen, U. & Lehtinen, J .R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal. 11 (3): 287-303.

Levitt, T. (1980). Marketing Sucess Through Differentiation - of Anything. Harvard Business Review. 58 (1).

Levy, M. & Weitz, B. (2000). Administração de varejo. São Paulo: Atlas.

Liao, J.; Welsch, H. P. & Stoica, M. (2003). Organizational absorptive capacity and responsiveness: an empirical investigation of growth-oriented SMEs. Entrepreneurship Theory and Practice, 28 (1): 63-85.

Liao, S. H.; Fei, W. C. & Chen, C. C. (2007). Knowledge sharing, absorptive capacity, and innovation capability: an empirical study of Taiwan’s knowledge intensive industries. Journal of information science, 23: 340-359.

Lichtenthaler, U. (2009). Absorptive capacity, environmental turbulence, and the complementarity of organizational learning processes. Academy of Management Journal, 52 (4): 822-846.

Llosa, S; Chandon, J. L. & Orsingher, C. (1998). An Empirical Study of SERVQUAL's Dimensionality. The Service Industries Journal. 18 (2): 16-44.

Lovelock, C. H. (1983). Classifying Services to Gain Strategic Marketing Insights. Journal of Marketing. 47: 9-20.

Lovelock, C. H. & YIP, G. S. (1996). Developing Global Strategies for Service Businesses. California Management Review. 38 (2): 64-86.

Markides, C. (2001) Strategy as balance: from "Either-Or" to "And". Business Strategy Review. 12 (3): 1-10.

Mason, J, B.; Mayer, M, L. & Wilkinson, J. B. (1993). Modern Retailing: Teory and Practice. EUA: Irwin.

Meirelles, D. S. & Camargo, Á. A. B. (2014). Capacidades Dinâmicas: O que são e como identificá-las? RAC – Revista de Administração Contemporânea, 18 (3): 41-64.

Meneghetti, F. K. (2011). O que é um Ensaio-Teórico? RAC – Revista de Administração Contemporânea, 15 (2): 320-332.

Mintzberg, H. (1979). An emerging strategy of “direct” research. Administrative Science Quartely, 24: 582-589.

Nelson, R. R. (1991). Why do firms differ, and how does ite matter? Strategic Management Journal, 12 (2): 61-74.

Nielsen, J. F. & Host, V. (2000). The Paht to service encounter Performance in public and private “bureaucracies”. The Service Industries Journal. 20 (1): 40-60.

Oakland, J. S. (1986). Systematic Quality Management in Banking. The Service Industries Journal. 6 (2): 193-204.

O'Connor, G. C. (2008). Major Innovation as a Dynamic Capability: A Systems Approach. Journal of Product Innovation Management. 25 (4): 313–330.

Parasuraman, A.; Zeithaml V. A. &Berry, L. L. (1991). Refinement and reassessment of the Servqual Scale, Journal of Retailing, 67 (4): 420-50.

_____. (1985). A conceptual model of service quality and its implications for further research. Journal of Marketing, 49: 41-50.

_____. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1): 12-37.

Parente, J. & Barki, E. (2014). Varejo no Brasil: Gestão e Estratégia. 2. ed. São Paulo: Atlas.

Pavão, Y. M. P. A. (2012). Capacidade de gestão dos stakeholders e o ambiente organizacional: relações e impactos no desempenho das cooperativas do Brasil. Tese de Doutorado em Administração. Universidade do Vale do Itajaí, Biguaçu, Santa Catarina.

Penrose, E. (1959). The Theory of the growth of the Firm. Oxford University Press.

Peteraf, M.; Di Stefano, G. & Verona, G. (2013). The elephant in the room of dynamic capabilities: bringing two diverging conversations together. Strategic Management Journal, 34: 1389-1410.

Pianaro, L. & Marcondes, R. C. (2008). Estratégias de Marketing no Mercado de Roupas e Acessórios de Luxo. Faces: Revista de Administração, 7 (1): 103-122.

Picoli, F. R. & Takahashi, A. (2016). Capacidade de Absorção, Aprendizagem Organizacional. RAC – Revista de Administração Contemporânea, 20 (1): 1-20.

Prahalad, C. K. & Hamel, G. (1990) The core competence of the corporation. Harvard Business Review, 68 (3): 79-91.

Rebouças, G. M. (2008). O ensaio como reflexão metodológica para o campo jurídico. Anais do 13º Encontro Nacional do CONPEDI – Salvador, pp 3196-3209, Florianópolis: Fundação Boiteux.

Richardson, G. B. (1972). The Organization of industry. Economic Journal. 82: 883-896.

Riesenberger, J. R. (1998). Executive Insights: Knowledge - The Source of Sustainable Competitive Advantage. Journal of International Marketing. 6 (3): 94-107.

Ross, G. F. (1995). Interpersonal Stress Reactions and Service Quality Responses among Hospitality Industry Employees. The Service Industries Journal. 15 (3): 314-331.

Sá, R. R. L. G. & Marcondes, R. C. (2010). O ponto de vendas de produtos de luxo da moda de vestuário feminino no Brasil. Cadernos EBAPE, 8 (3): 531-534.

Sandvik, I. L. & Sandvik, K. (2003). The impact of market orientation on product innovativeness and business performance. International Journal of Research in Marketing. 20 (4): 355-376.

Schmid, E. F. (2003). Varejo de moda - estratégias de marketing para diferenciação diante da concorrência. In: ANGELO, C. F. & SILVEIRA J. A. G. Varejo competitivo, pp 107-133, São Paulo: Atlas.

Schumpeter, J. A. (1934). The Theory of Economic Development: An Inquiry into Profi ts, Capital, Credit, Interest, and the Business Cycle. Cambridge: Harvard University Pres.

Shan, W. & Zhang, Q. (2009). Extension theory and its application in evaluation of independent innovation capability. Kybernetes. 38 (3): 457-467.

Sharma, A. & Levy, M. (1995). Categorization of Costumers by Retail Salespeople. Journal of Retailing, 71(1): 71-81.

Sheppard, L. (2003). Network Development and application in Health Care: A Study of Service Quality. Services Marketing Quarterly. 24 (3): 43-61.

Shrednick, H; Shutt, R. & Weiss, M. (1992). Empowerment: Key to IS World-Class Quality. MIS Quarterly. 16 (4): 491-504.

Silveira-Martins, E. & Tavares, P. M. (2014) Processo de Formulação de Estratégias: Capacidade Mercadológica, Incerteza Ambiental e Desempenho. Revista Organizações em Contexto (Online), 10: 297-322.

Siqueira, A. C. O. & Cosh, A. (2008). Effects of product innovation and organisational capabilities on competitive advantage: evidence from uk small and medium manufacturing enterprises. International Journal of Innovation Management, 12 (2): 113–137.

Teece, D. J. (2007). Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28 (13): 1319-50.

Teece, D. J. (2009). Dynamic capabilities & strategic management. Oxford: Oxford University Press.

Teece, D. J.; Pisano, G. & Shuen, A. (1997). Dynamic Capabilities and Strategic Management. Strategic Management Journal, 18: 509-533.

Teece, D. & Pisano, G. (1994). The dynamic capabilities of firms: an introduction. Industrial and Corporate Change, 3 (3): 537-556.

Tometich, P; Fracasso, E. M. & Zen, A. C. (2014). Reconfiguring the firm´s capabilities for innovation. Proceedings of the 23th. International Management of Technology Anual Conference - Science, Technology and Innovation in the age of Economic, Political and Security Challenges 2014. Miami, United States of America.

Tsai, M. T. & Tsai, C. L. (2010). Innovation capability and performance in taiwanese science parks: exploring the moderating effects of industrial clusters fabric. The International Journal of Organizational Innovation, 2 (4): 80-103.

Tsai, Y. C. (2006). Effect of Social Capital and Absorptive Capability on Innovation in Internet Marketing. International Journal of Management, 23 (1).

Vale, G. M. V. & Lopes, H. E. G. (2010). Cooperação e Alianças: Perspectivas Teóricas e suas Articulações no Contexto do Pensamento Estratégico. RAC – Revista de Administração Contemporânea, 14 (4): 722-737.

Verhees, F. J. H. M. & Meulenberg, M. T. G. (2004). Market orientation, innovativeness, product innovation, and performance. Journal of Small Business Management, 42 (2): 134-154.

Vicente, M; Abrantes, J. L. & Teixeira, M. S. (2015). Measuring innovation capability in exporting firms: the INNOVSCALE. International Marketing Review, 32 (1): 29-51.

Watson, R. T; Pitt, L. F. & Kavan, C. B. (1998). Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies. MIS Quarterly. 22 (1): 61-79.

Willborn, W. (1986). Quality Assurance Audits and Hotel Management. The Service Industries Journal. 6 (3): 293-308.

Winter, S. (2003). Understanding dynamics capacidades. Strategic Management Journal, 24 (10): 991-995.

Withers, M. C;. Drnevich, P. L. & Marino, L. (2011). Doing More with Less: The Disordinal Implications of Firm Age for Leveraging Capabilities for Innovation Activity. Journal of Small Business Management, 49 (4): 515–536.

Yalcinkaya, G.,; Calantone, T. J. & Griffith, D. A. (2007). An examination of exploration and exploitation capabilities: implications for product innovation and market performance. Journal of International Marketing, 15 (4): 63-93.

Yam, R. C. M.; Lo, W.; Tang, E. P. Y.; & Lau, A. K. W. (2010). Technological Innovation Capabilities and Firm Performance, International Scholarly and Scientific Research & Innovation, 4 (6): 1056-1064.

Yesil, S; Koska, A. & Büyükbese, T. (2013). Knowledge Sharing Process, Innovation Capability and Innovation Performance: An Empirical Study. Procedia - Social and Behavioral Sciences, 75: 217-225.

Zeithaml, V. & Bitner, M. J. (2003). Marketing de Serviços: a empresa com foco no cliente. 2. ed., Porto Alegre: Bookman.

Zeithaml; V; Parasuraman, A. & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.

Zollo, M. & Winter, S. G. (2002). Deliberate Learning and the Evolution of Dynamic Capabilities. Organization Science, 13 (3): 339-351.

Zucker, L. G. (1987). Normal change or risk business: Institucional effects on the “hazard” of change in hospital organizations, 1959-79. Journal of Management Studies, 24 (6): 671-700.


Full Text: PDF (Português (Brasil))

Refbacks

  • There are currently no refbacks.




Iberoamerican Journal of Strategic Management  e-ISSN: 2176-0756

Licença Creative Commons
Este obra está licenciado com uma Licença
Creative Commons Atribuição-NãoComercial-CompartilhaIgual 4.0 Internacional