Abstract
Service organisation success is not the result of discrete service innovations and should be attributed to the capability underpinning the repeated and continuous generation of these outputs, labelled service innovation capability (Pöppelbuß et al., 2011; Lillis et al., 2015; Nada and Ali, 2015; Hariandja, 2016). However, this capability is poorly understood and there is no mechanism available to organisations for evaluating their performance or identifying areas of strength or weakness (Hogan et al., 2011). This is a consequence of inadequate systematic effort devoted to methodological issues in this domain, where existing measures fail to follow established procedures in their development or measure the effectiveness, or maturity, of this capability (Tuominen and Anttila, 2006; Kohler et al., 2013). In response, this paper nominates a solution, describing comprehensive, best practice guidelines for the development and validation of a measure of the maturity of service innovation capability (MacKenzie et al., 2011).
| Original language | English |
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| Publication status | Published - 2017 |
| Event | The Irish of Academy of Management Conference - Duration: 01 Jan 2017 → … http://www.wit.ie/ |
Conference
| Conference | The Irish of Academy of Management Conference |
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| Period | 01/01/2017 → … |
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