Search results

This article theoretically and empirically examines the antecedents and consequences of project communication during the new financial service innovation process. The authors analyze project communication comprising both intraproject communication and extraproject communication (i.e., boundary spanners) and adopt the view that project teams within banks are primarily information-processing systems directed toward reducing innovative uncertainty. The research findings indicate that the level of complexity contributes to intraproject communication, whereas centralized project environments appear to be a barrier for communication within the project team. Curvilinear relationships (inverted U) are substantiated between project climate and intraproject communication and between formalization and boundary-spanning communication. The authors' findings provide support for the fact that effective project communication is contingent upon the level of cross-functional cooperation and that the relationship with project success is an indirect one, mediated by the level of innovative uncertainty reduction.

It has often been advocated that successful new service (product) development groups should bind into a cohesive unit, sharing a common direction and vision. This suggests close connections and communication between members of the department. The authors conducted two communication network studies to examine the impact of interpersonal communication (i.e., within team, cross team, and cross company) on market and technological learning during new financial service development within the marketing department of banks. They conclude that close cooperation, signified by a strong integration and a central position within the communication network, could be detrimental for learning activities. For service innovation management, the biggest challenge seems to be the preservation of heterogeneity and diversity among individuals and groups both within and across the marketing department to ensure learning. Both boundary-spanning communication and the presence of individuals within loosely coupled marketing networks seem effective communication conditions to obtain a rich learning environment.

Taking a social network perspective, the authors investigate consumers' intentions to use innovative mobile services. With a sociometric survey, they empirically assess how consumers integrate and connect through mobile social networks, as well as how their network position influences knowledge creation and intentions to use four innovative mobile services: multimedia messaging, gaming, information, and transactions. Both personal (i.e., opinion leadership and experience with the communication mode) and similarity attributes of social network members have a significant impact on network position, that is, their level of individual connectedness and integration. In addition, the impact of this network position on knowledge creation is contingent upon the type of innovative service. In three out of four mobile service categories, integration exhibits a negative effect on knowledge creation, whereas connectedness has a positive effect. Knowledge creation significantly influences intentions to use mobile services. Moreover, the authors demonstrate that carryover effects occur across the four service categories. Finally, the network's perceived ability to adopt innovative mobile services has a different impact on usage intentions across the four service categories.