TY - JOUR
T1 - A study of service innovation management in the malaysian telecommunications industry
AU - Taghizadeh, Seyedeh Khadijeh
AU - Jayaraman, Krishnaswamy
AU - Ismail, Ishak
AU - Rahman, Syed Abidur
N1 - Publisher Copyright:
© 2014 Wiley Periodicals, Inc.
PY - 2014/11/1
Y1 - 2014/11/1
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=84911473022&partnerID=8YFLogxK
U2 - 10.1002/joe.21585
DO - 10.1002/joe.21585
M3 - Article
AN - SCOPUS:84911473022
VL - 34
SP - 67
EP - 77
JO - Global Business and Organizational Excellence
JF - Global Business and Organizational Excellence
SN - 1932-2054
IS - 1
ER -