Performance implications of information-value offering in e-service systems: Examining the resource-based perspective and innovation strategy

- We present that information-value offering is critical to successful e-service systems implementation.
- The strategic fit between e-service capability and service innovation orientation has a positive effect on information-value offering.
- Examining the role of customer relationship performance in mediating the relationship between information-value offering and organizational performance.
- Showing the implications for successful e-service systems implementation.

This research examines the performance implications of information-value offering in e-service systems. Specifically, this study introduces both a resource-based perspective that combines technology, human, and business resources to develop an e-service capability, and an innovation strategy that emphasizes service innovation orientation to examine information-value offering. This study also examines how firms bundle e-service capability and service innovation orientation to enhance information-value offering that enhances customer relationships and organizational performance. The results from a survey of 115 financial service firms in Taiwan highlight the importance of how e-service capability and service innovation orientation leads to information-value offering and that this value is shown to positively influence organizational performance by customer relationship performance. The results suggest that researchers and practitioners should pay special attention to the complementary resource-strategy that are needed to successfully implement e-service systems initiatives and that an emphasis on the resource or strategy alone may not be sufficient.