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Over the years, the idea of e-service and its implementation has become more common as companies find it easy to control and determine their customers' best value for products and service supplies (Collier and Bienstock, 2015). This study explores the effects of the knowledge value provided in E-Service systems on their efficiency.
The description of the study discusses research theory when drawing on the measures that are specifically relevant to e-service implementation. The SWOT Analysis, another portion of the report, analyzes strengths and weaknesses. The aspect of strength implies that the e-service has potential of improving companies. The weaknesses analysis involves exposing the avenues of e-service that might not contribute positively to the business of concern. The opportunities aspect of the analysis has shown the areas that the e-service has potential positive results to people. The threats aspect of the analysis has shown the threats that are potentially affecting negatively the e-service usage.
The PESTEL analysis section on the other hand looks into political, economic, social, technology, environmental and legal implications on performance implications of information-value offering in e-service systems. The political aspect looks into the political influence in e-service systems in information-value. The economic aspect of the analysis looks into the effects of the economy on e-service systems. The social aspect also looks into the social influence on the information-value offering in e-service systems. The technological, environmental and legal aspects of the analysis have looked into the effects of the three elements on e-service systems.
On final account of the research, service innovation orientation and ESV capability have got direct impact on information-value offerings. This has lead to a conclusion that the study has demonstrated that innovation strategy and resource-based perspectives may complement one another in modeling association between information-value offering, e-service capability and service innovation orientation. The future research as recommended should be done to explore the complemantarity role and elements that bring about the success of e-service system applications.
The research explores performance effects of information value offerings within e-service systems. Precisely, the study provides an introduction to both perspectives based on resources and innovation strategies. Resource-based perceptions include human, technology and business resources that are used in developing the capability of e-services. Innovation strategy focuses on service innovation coordination towards examining information value offerings. The study has comprehensively explored ways in which companies set e-service capabilities as well as service innovation orientation. The study assists in enhancing information value delivery that increases organizational performance and customer relationships.
The study results attained from 115 financial service companies in Taiwan point out the significance of how service innovation alignment and e-service capabilities bring about information value provisions (Chuang and Lin 2017, p.29). The importance positively influences organizational performance through providing effective customers association. Additionally, it comes out that practitioners and researchers ought to pay attention to strategies of complementary resources. Such reserves are required to positively implement initiatives of e-service systems. The strategies or resources emphasis cannot be sufficient for daily operations of a company.
The variables studied have been outlined on the research method section. The items measured include the capability of e-service, service innovation orientation, performance on customer relationship and organizational operation. Financial service companies were chosen as sample frame for the research. The managers from these firms provided technological information used in the daily running of their organizations to be used in the study. Data collection was conducted through questionnaires sent to the respondents via snail mail and e-mail. Data analysis was done through the use of PLS (Partial Least Squared) together with SEM (Structured Equation Modelling) techniques (Chuang and Lin 2017, p.23).
Overview of the Research Paper
The study has presented a problem of service innovation in new information technology environments. Information technology has enabled companies to globally put into application e-service (ESV) systems such as online tracking, email notifications, and mobile banking. Lack of service innovation increase ESV systems difficulty in collecting accurate, helpful, and timely information from internal and external sources (Ho 2014, p. 6478). The problem is essential to general approach as described in the research paper because the absence of service innovation causes damage to business performance. Besides, inadequate service novelty can inevitably bring about an inadequate allocation of customers services. Service innovation orientation and ESV capability are significantly helpful when it comes to efficient improvements on information-value offerings (Chuang and Lin 2017, p.34). Therefore, for effective enhancements in information technology in any organization there should be service innovation orientation that would assist workers in effective implementation of new technologies in production and service delivery (Chuang and Lin 2017, p.37). The study offers a perspective which is resourced based that entails e-service capability, human, technology as well as business resources. The study results show that practitioners and researchers should be more conversant with technological issues used in service delivery by firms.
The research shows how technological resources influence growth strategies in a company. Technology resources have been covered on theoretical background under the subsection of complementarity perspective. The paper also presents associations between resources influence and competitive position of an organization. In the article, a foundation for studying associated variables together with their mutual interdependencies have been provided. Complementarity perspective forms the research strengths since performance enhancement dependents on resources and strategies were used. Innovation strategy discussed enables readers to comprehend the relationship between organizational performance and orientation of service innovation. Therefore, as placed by the authors, service orientation is a straight antecedent to value offerings within ESV systems as well as business performance antecedent indirectly (Chuang and Lin 2017, p.30). In the theoretical background, information-value offerings for the systems of EVS was discussed appropriately. ESV systems utilize new information technologies to improve, enable, invent and transform business systems that give rapid responses to the customers.
Theoretical support meant for an alternative model which considered an antecedent of service innovation orientation was the major weakness for this study. Because procedure testing given in the research provided results, it was hard for one to point out orientations such as the customer, technology as marking are performance implication precursors. The researchers did not explain to the users how sample size was chosen for the study. It leaves readers with several questions answered like why was a sample of 115 selected but not another number. There should be a proper structure given by the authors on how a sample has been attained (Meuter, Ostrom, Roundtree and Bitner 2000, p.61). The authors failed to indicate whether the process was scientific or not. Hypothesis 7 and 8 have been stated with no further explanations sufficiently supporting them.
Future research exploring similar variables through the use of longitudinal data might give deeper comprehensions concerning their associations. Only subjective measures for organizational performance were used. However, both subjective and objective measures have merits and drawbacks. Therefore, there are opportunities for studies carried out in future to utilize both measures to assess the performance of an organization.
The responses used for data analysis in this study were attained from the participants who provided them voluntarily. Thus, there were variances coming as result of self-selection. The respondents could have given wrong information leading to variations as questionnaires were sent via emails. The first round of response failed since a considerable number of emails sent went unanswered. Phone calls were later made to seek answers from the respondents who were unable to respond.
In this section the research looks into the influence of political, economic, social, technology, environmental and legal implications. The PESTEL analysis looks into the external factors that have influence on information-value offering in e-service systems.
The political aspect refers to the external laws that are influenced by political stability I extension to the government of a given country. In the event that a country is politically unstable there are high chances of no or little operation of businesses. This is also evident where the laws are stringent to follow and are exploitative to people. Since political stability is very essential in any country, the peaceful coexistence in the people has great tolerance for information-value offering in e-service systems. When the political temperature is not favorable, people will tend to divert attention to the areas that are not favoring the information-value offering in e-service systems.
This aspect of the analysis looks into all the matters that affect the state of the economy, revenue and profit among others. Some of the specific aspects of the economic analysis include stock market trends, inflation rates, labor costs and taxes among others. Regarding the performance implication of e-service systems and information value offering, it can be said that good economic situations have got the potential of increasing the performance of e-service systems since the economy is favorable. The inverse of the impact of economy is also true in the effect of the e-service systems where poor economy effect will be a discouraging factor to information-value offering in e-service systems (Phadermrod, Crowder and Wills, 2016).
The social environment is the source of all the human factors affecting the operations of businesses and other things. Hence the social factor in the analysis has focus on the primary consumers as well as potential customers to the product in question. The social environment is contributed to by social classes and education level, life style choices, buying trends and population rates among other. Considering information-value offering in e-service systems, the social effects have influence on performance implication.
This aspect is referring to all the aspect of technology in any operation and given that the use of technology is common in the present era, it is crucial. The technological aspects that are into play are technological change, communication methods among others. Given that the e-service systems are directly linked to the concept of technology, it therefore has a lot of impact on the performance implications. It is through technological intervention that the e-services came to existence hence the performance implication is directly linked to it.
These are natural external factors that are in close relation to the environment such as weather, climate, eco-friendly of products and weather (Ho, 2014). In regard to the performance implication of value offering in e-service there is resulting effects from the environment such as bad weather that have effects on signal strength.
This aspect go hand in hand with political factors, however, it addresses how costs are being handled among other areas. In addition to that, the aspect hand product and service demand. The performance implication of information-value offering e-service systems therefore has to be directly affected by the legal aspects (Frue, 2017).
What Results Were Achieved?
The results indicated that service innovation orientation and ESV capability have a direct impact on information-value offerings. The support of ESV capability that is compatible with the systems of ESV ought to considerably alleviate operational challenges that are inherent in assimilating company's internal resources having ESV systems. The findings support the perspective that a compatible and supportive ESV capabilities bring about higher information value. The results as well supported the tested hypothesis that orientation of service innovation impacts the information-value offerings positively through promoting the processing of information. They provided implications that companies should put more focus on its strategies on service innovation orientation to nurture acquaintance attained from service information. To generate outcomes anchored on natural values, companies ought to recognize valuable resources alongside capabilities in deploying variables effectively in promoting the value of information (Meuter, Ostrom, Roundtree and Bitner 2000, p.57). The results also show that systems of ESV support methods and strategies should be focused on strengths and weaknesses.
Conclusion and Future Recommendations
The study has demonstrated that innovation strategy and resource-based perspectives may complement one another in modeling association between information-value offering, e-service capability and service innovation orientation. For useful improvement of information value offerings within an ESV system, companies are required to develop service innovation orientation and e-service systems with the implementation of ESV systems (Meuter, Ostrom, Roundtree and Bitner 2000, p.59). Future study should take into consideration strategic perspectives like positioning, business orientation, and calculated innovation to establish factors which e-service system implementation. Future researchers can as well explore complementarity role and elements that bring about the success of e-service system applications. The study as presented shall assist in the development of associated theories that can be used in e-service systems improvement (Chuang and Lin 2017, p.35).
Outline of the Related Work
An article by Meuter et al., (2015) is a work related to a similar area. The article presents an overview regarding the importance of technology-based service encounters in enhancing customer's experience. It provides a framework for understanding the process of customer satisfaction in relation to self-service technologies. On another account, Collier and Bienstock (2015) also provides a presentation regarding the implication of e-services in enhancing a firms' productivity in marketing. The two researchers give a comprehensive framework that allows an individual to learn about value creation through the utilization of e-services. Chuang et al. (2016) also presents an analysis based on the performance of service innovation. The article approaches the discussion talking about capability of infrastructure and the complementarity of innovation orientation.
Chuang, S.H. and Lin, H.N., 2017. Performance implications of information-value offering in e-service systems: Examining the resource-based perspective and innovation strategy. The Journal of Strategic Information Systems, 26(1), pp.22-38.
Chuang, S.H., Lin, H.N. & Chan, T. (2016). Exploring the Performance of Service Innovation: Infrastructure Capability and Innovation Orientation Complementarity. IEEE Xplore, 1.
Collier, J.E. and Bienstock, C.C., 2015. A conceptual framework for measuring e-service quality. In Creating and Delivering Value in Marketing (pp. 158-162). Springer, Cham.
Eva, M., Hindle, K., Paul, D., Rollaston, C. and Tudor, D., 2014. Business analysis. BCS.
Frue, K. (2017). PESTLE Analysis in Strategic Management. PESTLE Analysis. Retrieved 7 November 2017, from http://pestleanalysis.com/pestle-analysis-in-strategic-management/
Ho, J.K.K., 2014. Formulation of a systemic PEST analysis for strategic analysis. European academic research, 2(5), pp.6478-6492.
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J., 2000. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), pp.50-64.
Phadermrod, B., Crowder, R.M. and Wills, G.B., 2016. Importance-Performance Analysis based SWOT analysis. International Journal of Information Management.
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