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Crisis situations, like the COVID-19 pandemic, have historically been identified as times of enhanced innovation and entrepreneurial activities. Innovation actors are required to respond quickly to a new situation bearing in mind the effects of actions across their network of partners and competitors as well as rising economic complexity. Indeed, first indications suggest that this pandemic is no different and has facilitated the use of digital technologies. In order to assess these developments, this paper studies new service offerings based on digital technologies using the example of three major Russian banks. We found that banks have now developed into technology platforms that use their experience to engage in areas like education, advanced robotics, and health care. Technologies developed by partner organizations, such as the integration of blockchain solutions, have spread rapidly. Thereby, banks have obtained a strategic advantage for launching innovations in the financial industry, including technology and knowledge transfers from other industries. © 2023 by the authors.
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Doctor's effort of active stress coping is a key factor for keeping stability of healthcare system in the COVID pandemic. The Internet hospital breaks through the boundaries and expands external resources of the physical hospital, but brings doctors stress and challenges. However, it is not clear how Internet hospital innovation affects doctors' active stress coping effort. To address this question, based on conservation of resource theory (COR), we explore the issue and examine the model through a face-to-face situational investigation of 174 doctors from 66 Internet hospitals with complete online service functions in China. The results show that the personal characteristics and energy resources provided by platform-based hospital will promote doctors to actively respond to stress. The increase in object and condition resources will lead to doctors' avoidance of coping with stress in the short term, but help doctors to actively cope with stress in the long term. We extend the COR theory by considering platform-based feature of Internet hospital and suggest that hospital should continue to promote technological innovation for its long-term benefits. This study contributes to the growing literature on platform-based healthcare innovation and its non-economic benefits for healthcare professionals.
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The demand for online food delivery has increased considerably throughout the world during the COVID-19 pandemic. Consumers' habits in searching for information on and making decisions about ready-to-eat food have changed remarkably during this time. The purpose of this research is to explore consumers' use of online food delivery services (OFDS) during the pandemic via applications (apps) and the moderating role played by the consumers' perceived trust in the information. Data were collected from 246 users through e-mail and structural equation modeling using PLS-3 was used to analyze the data. We have shown 12 recent insights into OFDAs behavioral intention. We found that information and food service attributes influence the perceived usefulness of OFDS and ultimately shape the respondents' intention to use it. Behavioral intention toward OFDS and perceived trust have a considerable influence on the use of OFDA. This research offers insights into the effects of the pandemic on the food delivery market and shows the dynamics of the interrelationships among various information- and restaurant-related attributes that lead to actual use.
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Covid-19 epidemic has harmed the global economy. Particularly, the restaurant sector has been severely impacted by the rapid spread of the virus. The use of digital technology (DT) has been utilized to execute risk-reduction methods as service innovation tools. In this work, a genetic algorithm optimization is used to cope with the problems caused by the restrictions due to Covid-19 to optimize the management of the spaces in commercial and industrial structures. The approach through the GA involves the selection of the best members of a population that change genome based on the epochs. The digitization of a commercial or industrial environment becomes an optimal methodology for carrying out virtual design of work environments. Digitization thus becomes a strategy for the reduction of both monetary and time cost. Focusing on the case study, satisfactory results emerge supported by tests that reveal an appreciable robustness and open new scenarios for different applications of the methodology developed in this work, always in the context of optimal management of industrial and commercial spaces. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
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Journalism innovation, according to service innovation theory, is about providing new journalistic services that create value for audiences, society, and the news organisation itself. This study explores how local news media responded to the Coronavirus crisis in terms of service innovation. Based on interviews with editors and top management representatives at two local newspaper groups in Norway (N = 20), we show how local newspapers developed new digital services in response to audiences' need for guidance, overview, and a sense of togetherness, and how the media operations generated revenues in the process. Theoretically, the study identifies two key innovation dynamics in local journalism during a crisis: A social-economic value creation dynamic which captures how local newspapers appropriate their business model to accommodate new service offerings and balance social and economic value creation considerations;and a service system-audience experience dynamic which captures how innovation in journalistic offerings are linked to concurrent innovations in journalistic production processes. This research enhances the understanding of journalism innovation as a value-creating phenomenon and the factors that stimulate such value creation during crises. [ FROM AUTHOR]
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Building upon self-determination theory and social exchange theory, this study proposes a research framework and examines the formation of service innovation performance. Data was collected during the COVID-19 pandemic in 2021. A total of 374 hotel employees from 92 departments were collected in Taiwan. The results revealed that both leader-member exchange (LMX) and coworker support exert positive effects on thriving at work and change-oriented organizational citizenship behavior (OCB). Besides, thriving at work exerted positive effects on change-oriented OCB, and change-oriented OCB exerted positive effects on service innovation performance. Furthermore, thriving at work partially mediated (1) the relationship between LMX and change-oriented OCB, and (2) the relationship between coworker support and change-oriented OCB. © 2022 The Authors
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This study assesses the perceived impact and benefits of Project ECHO (Extension for Community Healthcare Outcomes), a tele-mentoring intervention for health and social care providers, patients and the health system in Northern Ireland. Having access to a specialist, a space to share experiences, and being able to disseminate up-to-date best practice were all cited as improving provider knowledge as well as improving quality of care for patients. Healthcare providers reported being more confident in managing patients and that relationships had been improved between different levels of the health system. ECHO was described as improving access to education and training by removing geographic and time barriers. This is one of the first studies to qualitatively analyse impact across a number of different clinical and social care ECHO networks. The results strongly indicate the perceived benefit of ECHO in improving provider, patient and health system outcomes such as increased healthcare provider knowledge and confidence to manage patients at primary levels of the health system. This has implications for future service design, particularly within the context of COVID-19 in which virtual and online training is necessitated by social distancing requirements.
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COVID-19 , Humans , Northern Ireland , Community Health Services , Social Support , Health Personnel/educationABSTRACT
Symptoms of postpartum depression and anxiety in new mothers are prevalent and negatively impact maternal emotional wellbeing and infant development. Barriers to accessing treatment prevent women from receiving mental health care, a situation that has worsened due to the COVID-19 pandemic. mHealth interventions hold the potential to support women during the transition to parenthood despite these barriers and to promote the use of preventive interventions. This study uses a mixed methods design to assess the feasibility and preliminary effectiveness of a psychoeducational, guided mHealth intervention to prevent postpartum mental health difficulties in women who receive care in primary health centers in Chile. The study will contribute to evidence-based research on the effectiveness of mHealth interventions for new mothers from an understudied cultural background. The findings will also enable the development of a larger randomized controlled trial to assess the effectiveness of the intervention, which, if effective, could significantly contribute to the emotional wellbeing of women and their families.
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COVID-19 , Depression, Postpartum , Internet-Based Intervention , Child , Female , Humans , Anxiety/prevention & control , Chile , COVID-19/prevention & control , Depression, Postpartum/prevention & control , Feasibility Studies , Mothers/psychology , PandemicsABSTRACT
Purpose This study aims to examine the impact of COVID-19 on tourism and hospitality small and medium-sized enterprises (SMEs) in an emerging country located in Latin America and identifies service innovation strategies adopted by these firms to survive a prolonged crisis. Design/methodology/approach A qualitative investigation was conducted drawing on a framework of imposed service innovation. Data were obtained from in-depth interviews with owners/managers of 20 SMEs in the hospitality and tourism sector in Chile. Findings Findings show that the effect of COVID-19 on SMEs includes a decline in demand due to lockdowns and restrictions, with minimal government support. Tourism and hospitality SMEs developed different service innovation strategies to confront the crisis, and several businesses were even able to exploit new opportunities for future growth. Originality/value The effect of COVID-19 and SMEs' service innovation strategies to confront a prolonged crisis is a topic that is largely unexplored, particularly in the tourism and hospitality sector. The findings contribute to the literature on emerging markets, crisis management and SME innovation in tourism and hospitality. The findings provide managerial implications for SME managers, governments and policymakers.
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The Singapore Government first released their digital government blueprint in 2018 with the key message for all their agencies to be "digital to the core and served with heart". With this push, agencies are moving towards human-centric digital services, especially for individual citizens. During COVID-19, Singapore government agencies introduced many COVID-19 digital initiatives resulting in more incoming inquiries from citizens to respective agencies. This surge in inquiries created the challenge on the agencies' end to meet service level agreements. One widely adopted solution is the use of chatbot technology that directly interfaces with the customer. However, several organisations have faced backlash from the citizens or customers when such chatbots cannot answer or give inappropriate answers to the questions. Hence this research takes a different approach to address this challenge using a question answering (QA) system that supports the CSOs to help answer the citizen inquiries more efficiently. This paper shares our learnings from implementing the pilot QA system;the Citizen Question Answering System (CQAS) was built using a hybrid QA approach that combines techniques from Natural Language Process QA, Knowledge-based QA and Information Retrieval QA. We also highlight the essential learnings in implementing QA systems within a government agency. The research will further share how these learnings could inform the adoption of QA systems in a government setting. The subsequent research following this paper will then focus on conducting a user study with the CSOs to validate further the benefits of this pilot QA system, which is not covered in this paper. © 2022 Owner/Author.
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This research study focuses on the employee's job performance of private small firms during the post COVID-19 situation. After the COVID these small family firms try to regain their business, but their efforts are not that much successful. This situation creates a financial crisis in these firms, and they are unable to provide sufficient monetary rewards to their employees. This situation creates unrest among the employees of these small firms. To manage this issue, social rewards and psychological rewards played their role. The study uses a causal research design with a correlational study design in a non-contrived environment. Minimal researcher interference has been assured. AMOS 24 has dealt with the mediation in study design with bootstrap methodology. The study was conducted on 250 employees of different private small family firms across Punjab province using a proportionate stratified sampling technique. A study's finding suggests that top management enhances employee performance in their organizations by introducing the organization's psychological rewards. In contrast, introducing social rewards does not significantly impact employee performance while considering satisfaction and motivation as a mediating variable.
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COVID-19 , Humans , Motivation , Personal Satisfaction , RewardABSTRACT
Purpose: This study explores the connection between intellectual capital (IC) components and the competitive advantage (CA) of the hospitality sector in Jordan through the mediating role of service innovation as well as the moderating role of big data analytics capabilities. Design/methodology/approach: Data were collected through a self-administered questionnaire from the hospitality sector with a sample of 402 respondents. Data were analysed using SmartPLS, a bootstrapping technique was used to analyse the data. The mediating effect for service innovation and the moderating effect for big data analytics capabilities were performed. Findings: The results showed that the proposed moderated-mediation model was accepted because the relationships between the constructs were statistically significant. The results of the data analysis supported a positive relationship between human capital, structural capital and relational capital and the CA as well as a mediating effect of service innovation. The findings confirmed that there is a moderating relationship for big data analytics capabilities between service innovation and CA. The results illustrate the importance of IC and service innovation in enhancing CA in the Jordanian hospitality sector in light of the big data analytics capabilities. Research limitations/implications: This cross-sectional study provides a snapshot at a given moment in time, a methodological limitation that affects the generalisation of the limitation's results, and the results are limited to one sector. Originality/value: This research developed a theoretical model to incorporate IC components, service innovation, big data analytics capabilities and CA. This paper offers new theoretical and practical contributions that add value to the innovation and CA literature by testing the moderated-mediation model of these constructs in the hospitality sector which has been greatly affected by the coronavirus disease 2019 (COVID-19) pandemic. This study is distinguished from other studies by highlighting the role of IC and service innovation in enhancing CA as service innovation contributes to the formation of many organisational advantages in the Jordanian hospitality sector. © 2022, Emerald Publishing Limited.
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Keller's seminal paper on "Conceptualizing, Measuring and Managing Customer-Based Brand Equity" published in 1993 in the Journal of Marketing represents a starting point for researching the brand equity construct. However, in the last 10 years, with tremendous development of (communication) technology and, lately, with COVID-19 pandemic, things have changed and most brands moved their businesses to the on-line environment. Because of that, the concept of brand equity should be reconsidered. This paper reviews literature on brand equity in digital era by spotting gaps and finding fruitful areas for future research. To that end, bibliometric analysis followed by a narrative review of articles published in the Web of Science database is conducted. The paper will contribute to the brand management literature by offering streams for new research.
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By 2020, PPI year-on-year growth rate is negative, the CPI year-on-year increase continuously, in the overall economic environment, manufacturing continuous setbacks, at the same time, china automobile industry association information release data said that the auto industry in 2018 negative growth for the first time in ten years and the following two years continued to decline, the following two years continued to decline, the auto industry officially entered the cold winter period, In addition, in the background of Sino-US trade war, COVID-19, to cut overcapacity and inventory in the auto industry, The auto dealer reshuffle trend is obvious, the transformation is imperative, therefore, “Effectively help dealers reduce waste, improve efficiency and collaborate efficiently, promote customer consumption experience and increase transaction frequency and ultimately increase the overall profit of dealers” become the big issue that dealers require to solve immediately, based on the development trend of digital technology and the pain points of current automobile marketing management, the paper propose to improve the business process and marketing management methods of auto 4S shop through digital means, focusing on efficient customer acquisition, precise operation, content marketing and other aspects to adapt to the call of times and maximize profits. © 2022, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.
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Purpose This paper investigates the extent to which the COVID-19 pandemic has accelerated service innovation in the restaurant sector. It explores the use of digital technologies (DT) as a safety-empowerment and resilient strategy in the food-service industry during the pandemic. It also investigates the impact of DT on customers' risk perception (CRP) and customers' intention to go to restaurants (CIR) in Italy. Design/methodology/approach Based on the theory of planned behaviour and perceived risk theory, this study investigates a sample of customers residing in Italy. Multiple regression and mediation analyses are conducted to test the research hypotheses, adapting the logic model developed. Using the bootstrapping technique, this study also explores whether the pandemic has moderated the relationship among several variables adapted from the literature. Robustness tests are also performed to corroborate the analysis. Findings The pandemic has accelerated the food-service industry's digital transformation, forcing restauranteurs to implement DT to survive. Findings show that DT support restauranteurs in implementing innovative services that reduce interactions and empower cleanliness among workers and customers, reducing CRP and preserving CIR. Thus, managing risk perception is helping the restaurant sector to recover. Practical implications Practical implications are presented for policymakers to catalyse the digital transformation in small- and medium-sized restaurants. The results may also be beneficial for entrepreneurs who can implement innovative service practices in order to reduce interaction and empower cleanliness levels. Moreover, academics can use these results to conduct similar research in other geographical contexts. Originality/value The present research represents the first study investigating the relationship between the use of digital technologies and the intentions of customers to go out for dinner during the ongoing pandemic in Italy.
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Purpose This purpose of this study was to examine the impact of social and organisational capital on service innovation capability among service firms in the United Arab Emirates (UAE) during the COVID-19 pandemic. Design/methodology/approach To test the proposed research model, data were collected using a cross-sectional questionnaire. The study sample consisted of 188 private and public service sector managers in the UAE. Partial least square-based structural equation modelling (PLS-SEM) was used to examine the research model's validity and reliability and to test the research hypothesis. Findings The empirical evidence indicates that during this pandemic the relationship between social capital and service innovation capability was fully mediated by strategic environmental scanning, while partially mediating the relationship between organisational capital and service innovation capability. Practical implications Managers in service organisations must be proactive during crises such as the COVID-19 pandemic. Specifically, they should emphasise effective environmental scanning and the tracking of customer preferences to provide customised services that are valued and meet the emerging requirements of their customers. Prioritising investment in organisational capital to enhance innovation capacity is also recommended. Originality/value This study is the first to examine strategic environmental scanning as a mediator between social and organisational capital and service innovation capacity during a pandemic. There were significant differences between the findings of our study and previous studies: the authors found that, during crises, management priorities change, and businesses become more reliant on organisational capital to develop service innovation capability.
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Doctor's effort of active stress coping is a key factor for keeping stability of healthcare system in the COVID pandemic. The Internet hospital breaks through the boundaries and expands external resources of the physical hospital, but brings doctors stress and challenges. However, it is not clear how Internet hospital innovation affects doctors' active stress coping effort. To address this question, based on conservation of resource theory (COR), we explore the issue and examine the model through a face-to-face situational investigation of 174 doctors from 66 Internet hospitals with complete online service functions in China. The results show that the personal characteristics and energy resources provided by platform-based hospital will promote doctors to actively respond to stress. The increase in object and condition resources will lead to doctors' avoidance of coping with stress in the short term, but help doctors to actively cope with stress in the long term. We extend the COR theory by considering platform-based feature of Internet hospital and suggest that hospital should continue to promote technological innovation for its long-term benefits. This study contributes to the growing literature on platform-based healthcare innovation and its non-economic benefits for healthcare professionals.
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Innovative endeavours targeting the tourism industry has prevailed as crucial attempts in cultivating tourist satisfaction and restoring destination image, while overcoming severe backlash of the Covid-19 pandemic in recent years through reconstructing destination loyalty. Founded above the established groundwork of Stimulus-Organism-Response (SOR) Theory, this study aims to examine the influence of service innovation on destination loyalty in the Malaysian tourism industry. A self-administered survey was conducted among 400 international tourists who visited Malaysia. Usable data was collected from 322 international tourists and analysed using the structural equation modelling technique. Obtained findings indicate the significance of interrelationships between service innovation, tourist satisfaction, destination image, and destination loyalty, with destination image being a mediating factor on tourist satisfaction and destination loyalty. Given intense competition of the tourism industry within the Asia Pacific region, current results are useful for tourism practitioners to formulate and implement effective and innovative marketing strategies towards sustainable competitive advantage. Generated knowledge enables tourism practitioners to benchmark service innovation practices in creating positive destination image, tourist satisfaction and destination loyalty. © 2022, Asia Business Research Corporation. All rights reserved.
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Purpose The need for accelerating innovation is exacerbated as organizations struggle to either adapt or perish in this unforgiving condition due to the COVID-19 disruption. To address this issue, many organizations have embraced employee-driven participatory innovation to survive and thrive albeit the uncertainties. This study aims to investigate the role of enterprise social media (ESM) in supporting and facilitating these efforts. Design/methodology/approach This study first identified the underlying mechanisms that allow ESM use to foster and maintain participatory innovation and then reexamined how these mechanisms played out during the COVID-19 lockdown restrictions. The data was collected through a questionnaire in two phases, before and during work-from-home mandates, and the results were analyzed and compared to capture similarities and differences. Findings The results revealed that innovation culture and management support mediated the effects of ESM use on three measures of innovation productivity in both conditions. Interestingly, the effect of ESM use was more prominent in driving innovation in the work-from-home condition. This effect was not limited to the direct effect of ESM use on innovation productivity but on innovation culture and management support as well. Originality/value The results suggest that ESM offer a potentially useful path to support and enable employees to participate in the innovation processes, especially when they work remotely or in a distributed team. More generally, this paper should be of interest to researchers and practitioners interested in understanding, implementing and evaluating enterprise social software applications and encouraging employee-driven participatory innovation.
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Purpose The purpose of this paper is to discuss some of the most relevant innovation strategies used by the Latin American national tennis federations as a response to the COVID-19 pandemic. Design/methodology/approach The methodology consists of a survey. The survey consisted of three sections apart from the consent one: a general descriptive part, one with 30 questions to assess attitudes and perceptions and a final section which included open questions. After the data were collected, the SPSS software was used to test the distribution of the sample. Findings Results show that executives' perception toward their need for involvement in the decision-making process varies. Research limitations/implications The first limitation relates to the sample size of executives who completed the questionnaire. The second limitation refers to the details provided in the open section of the questionnaire. Specifically, the space allocated for the answers and the degree of detail required could have been optimized by providing further instructions on the importance of facilitating information related to the implementation of the programs. Practical implications The results demonstrate that, although traditional management, organizational and administrative behaviors are still present in the tennis ecosystem, a more innovative mentality should embed these organizations. It is then relevant that sport and tennis organizations commit to the implementation of innovative strategies for the optimization of the administration of their ecosystems. Originality/value The paper adds more understanding to the brand of sports management. Furthermore, the fact of developing the study in a COVID-19 context sheds light on the issues faced by sports in a pandemic like this one.