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NTU Management Review
Vol. 33 No. 2 Aug. 2023, 85-126
DOI:10.6226/NTUMR.202308_33(2).0003

Service Innovation in the IT Service Industry: Social Influence
and Relationship Exchange Perspectives

資訊服務業服務創新研究：社會影響與關係交換的觀點

Jun-Yu Zhong, Department of Business Administration, National Chengchi University
鍾君宇 / 國立政治大學企業管理學系
Yu-Cheng Hsieh, Department of Business Administration, National Taipei University
謝友甄 / 國立臺北大學企業管理學系
Peiyu Pai, Department of Business Administration, National Chengchi University
白佩玉 / 國立政治大學企業管理學系
Ting-Ling Lin, Department of Business Administration, National Taipei University
林婷鈴 / 國立臺北大學企業管理學系
Received 2021/11, Final revision received 2022/10

Abstract
Service innovation in the IT service industry involves a collaborative process occurring
in actor-to-actor networks in which multiple actors such as team leaders, team members
and clients all play a role. Integrating the theories of social influence and relationship
exchange, the study examines how Empowering Leadership (EML) and Team-member
Exchange (TMX) affect individual innovation performance through two particular
psychological mechanisms—informational influence (value congruence) and normative
influence (felt obligation). This study employs a multiphase and multisource survey from
three major Taiwanese IT companies, and collects 282 individually matched pairs of
engineer-leader dyads. Results reveal that value congruence and felt obligation mediate the
effect of empowering leadership and team-member exchange on innovation performance
through informational and normative influence routes, respectively. Furthermore, the
moderating analysis demonstrates that when team members have higher other-orientation
characteristics, there is a stronger association between innovation intention and innovation
performance. Collectively, this study extends and deepens service innovation literature by
modeling intricacies within service employees’ innovation decision processes, as well as
providing suggestions for practitioners in B2B service contexts.
【Keywords】empowering leadership, other-orientation, service innovation, social
influence, team-member exchange

領域主編：黃恆獎教授

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