Service Delivery Innovation
研究了服务交付创新的前因（创新导向、外部合作、信息技术能力）及其对企业绩效的影响，基于台湾金融企业调查数据，发现服务交付创新能提升绩效。
Service innovation is one means of gaining an advantage in a highly competitive environment. In addition, service delivery has played a key role in interactions with customers in recent years. Yet, research on the link between innovation and service delivery is scant. This article theoretically and empirically examines innovation in service delivery and its antecedents and consequences. The authors identify innovation orientation, external partner collaboration, and information technology capability as the antecedents of service delivery innovation and analyze the impact of service delivery innovation on firm performance. Respondents were managers in the marketing and information technology departments of financial firms in Taiwan. Overall, 298 responses were received (including 123 paired responses from both department managers). Findings indicated that service delivery innovation contributes to firm performance. These results support the crucial influences of innovation orientation and information technology capability on service delivery innovation.