Identifying the Determinant Factors of E-Service Innovations: A Qualitative Meta-Synthesis

• Published in: Nashrīyah-i mudīrīyat-i fannāvarī-i iṭṭilāʻāt 2019-06, Vol.11 (2), p.79-110
• Main Authors: Seyed Mohammadbagher Jafari, Mona Jami Pour, Reyhanezahra Esfandiyarpour
• Format: Article
• Language: eng ; per
• Subjects: dynamic capability view; e-service innovations; electronic service; meta-synthesis
• ISSN: 2008-5893; 2423-5059
• DOI: 10.22059/jitm.2019.288828.2401

Recently, significant technological changes, greater customer demand and the rise of new business models have triggered a rapid increase in electronic service (e-service) innovations. Now, innovation in the provision of e-services has become one of the priorities of managers in order to gain a competitive advantage. However, few studies so far have explored the determinant factors needed in the organization in order to innovate and implement e-services. The purpose of this study is to provide a comprehensive framework that integrates the multiple factors of e-service innovation. Using the qualitative meta-synthesis research method and after a systematic review of the literature and examination of 61 articles, all factors needed for innovation in e-services have been identified and classified in 4 capabilities, 9 concepts, and 30 codes. The results show that e-service innovation depends on networking, informational, operational and supporting, and strategic capabilities. These capabilities create the required platform for innovation in e-services in the organization. This study contributes to current e-service researches by offering theoretical advances related to innovation in e-services. Furthermore, the capabilities, concepts, and codes identified in this study would be useful as a comprehensive conceptual framework for developers of e-service innovation to plan and evaluate their related initiatives.