The impact of service innovation on competitive advantage and business performance has increased noticeably during the last decade. Service innovation is an effective way to enhance firm performance and ensure long-term survival in a highly competitive market. However, service innovation does not always guarantee the desired outcome. Therefore, careful attention needs to be paid to what makes service innovation successful. In service innovation literature. Den Hertog, technology is considered as an enabling and facilitating factor that creates favorable conditions for developing better services and improving more business performance.
An increasing number of studies have focused on building service innovation success using technology. Although several studies have stressed the importance of IT capability in service innovation, only few of these have identified the role of technology in service innovation. Furthermore, previous service innovation studies have reported differing, sometimes conflicting, roles of technology from different theoretical perspectives (e.g., dimension-based and resource-based approaches). This deficiency in the service innovation literature needs to be addressed, and a more detailed understanding of technology in service innovation must be obtained before more significant progress can be made.
Author(s) Details:
Satish Pandurangji Rewatkar,
Dy Chief Business Development and City Marketing, Brihanmumbai Municipal Corporation, Mumbai, India.
Abdul Kadar Jilani Mansuri,
Commerce Department, G S College of Commerce, Wardha, Maharashtra, India.