A Study of Service Innovation Management in the Malaysian Telecommunications Industry

To what extent does service innovation management influence performance in the telecommunications industry? That is the primary question addressed in a study of 249 managers in two leading Malaysian telecom firms. Researchers used the SPOTS model, which links five dimensions of service innovation ma...

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Bibliographic Details
Published in:Global Business and Organizational Excellence 2014-11, Vol.34 (1), p.67-77
Main Authors: Taghizadeh, Seyedeh Khadijeh, Jayaraman, Krishnaswamy, Ismail, Ishak, Rahman, Syed Abidur
Format: Article
Language:English
Subjects:
Customer services
Management theory
Strategic management
Studies
Technological change
Telecommunications industry
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Summary:To what extent does service innovation management influence performance in the telecommunications industry? That is the primary question addressed in a study of 249 managers in two leading Malaysian telecom firms. Researchers used the SPOTS model, which links five dimensions of service innovation management—strategy, process, organization, tools/technology, and system—to the three dimensions of performance—market performance, service development, and delivery process performance. Of the 15 hypotheses proposed, six were supported by the research findings. The analysis finds that the combined effect of strategy, process, organization, and system (SPOS) has an impact on service performance. © 2014 Wiley Periodicals, Inc.
ISSN:1932-2054
1932-2062
DOI:10.1002/joe.21585