Towards a conceptual model of measuring the influence of service innovation on business performance

Abstract

The purpose of this paper is to develop a conceptual model that can be utilised to measure the influence of service innovation on business performance. The complexity adaptive theory is adopted as an overarching theoretical lens in this paper. A literature review of previous studies on the influence of service innovation on business performance for the period 2010 to 2023 was conducted to achieve the research objective of this paper. This paper argues that the impact of environmental factors in the relationship between service innovation and business performance should not be neglected. Future research directions are provided in this paper.Svrha ovog rada je razviti konceptualni model kojeg je moguće koristiti za mjerenje utjecaja inovacije usluga na poslovni učinak. Teorija adaptivne složenosti usvojena je kao sveobuhvatni teorijski fokus u ovom radu. Kako bi se postigao cilj istraživanja u radu, proveden je pregled literature prethodnih studija o utjecaju inovacije usluga na uspješnost poslovanja za razdoblje od 2010. do 2023. godine. U ovom se radu tvrdi da se ne smije zanemariti utjecaj okolišnih čimbenika na odnos između inovacije usluga i poslovne uspješnosti. U radu su prikazani budući smjerovi istraživanja.