Innovative technology services: the human side of knowledge

PurposeAmong the existing literature, transformational leadership (TL), organizational culture (OC) and work-life balance (WLB) act as determinants of service innovation (SI). Specifically, the authors combine TL, OC and WLB into a model that clarifies these variables' influence on SI, particularly technological knowledge-intensive business services (T-KIBS).Design/methodology/approachA cross-sectional survey of 282 respondents from T-KIBS in Santa Catarina (Brazil) was conducted. The study used structural equation modeling (SEM) to test hypothesized relationships between the variables.FindingsThe results suggest a strong alignment of culture, leadership and WLB in T-KIBS. Therefore, it is shown that when the culture is strong and focused on SI, supporting the practices of employees, the transformative leaders can contribute with the same direction of actions supporting both WLB and SI. Likewise, the WLB is underpinned by cultures offering their employees support, well-being, creativity and innovation incentives.Originality/valueThe relationship between WLB and innovation is still emerging in research, not clearly defined in literature. Therefore, this study brings new and more in-depth information about these dimensions and their interrelations that influence SI. In addition, this conceptual framework has implications for practitioners not previously contemplated by the mainstream literature on KIBS.