The Role of E-Service Capability and Research and Development Capability in Organizational Performance

The purpose of this study is to investigate the capability of e-service innovation, research and development capability and its impact in a firm’s performance outcomes. Data were collected from 120 manufacturing managers working in the industrial estates of Guilan (located in North of Iran) and analyzed using a structural equation modeling methodology. The results show that there is a significantly positive relationship between e-service and R D capability and incremental service innovation, which, in turn, leads to new service innovation. Our analysis shows that the impact of e-service innovation on firm outcomes begins with e-service and R D capabilities and these factors positively influences organizational outcomes. But, the results don’t show a positive relationship between e-service and R D capability on radical service innovation.