Service Innovativeness and Innovation Success in Technology-based Knowledge-Intensive Business Services: An Intellectual Capital Approach

This paper analyzes the influence of the three components of intellectual capital (human, social and organizational) and intensity in collaboration with clients on service innovativeness in knowledge-intensive business services (KIBS). It also includes a discussion on the impact of both service innovativeness and intensity in collaboration with clients on innovation success. An empirical study is conducted on a sample of companies belonging to two technology-based KIBS industries: software and R&D services. The results suggest that the positive effect of human capital on service innovativeness is moderated by intensity in collaboration with clients, being human capital enhanced by organizational and social capital. The effect of social capital on service innovativeness is partially mediated by human capital and also moderated by intensity in collaboration with clients. Finally, service innovativeness positively affects innovation success, while intensity in collaboration with clients has a higher effect.