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.



DOI: https://doi.org/10.5585/ijsm.v16i1.2400

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