How do collaboration and investments in knowledge management affect process innovation in services

摘要: Purpose: Despite the keen interest in radical and incremental innovation, few studies have tested varying impact of firm-level factors service sectors. This paper analyses how collaboration with existing prospective users, investments knowledge management (KM) practices can be adapted to maximise outputs process innovation a Knowledge-Intensive Business Service (KIBS) industry. Methodology: Original survey data from 166 Information Technology (ITS) firms interviews 13 executives provide empirical evidence. PLS-SEM is used analyse data. Findings: Collaboration different types KM affect versus differently. users influences directly, but not innovation; user matters for radical, innovation. Furthermore, mediate on Implications: While innovations does appear generate significant managerial challenges, pursue must engage intensive users. Higher involvement requires higher investment promote efficient intra- inter-firm flows. Originality: study based large-scale survey, together interviews. Radical require engagements kinds industry, tools.