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.
