A Study of Service Innovation Management in the Malaysian Telecommunications Industry

Seyedeh Khadijeh Taghizadeh; Krishnaswamy Jayaraman; Ishak Ismail; Syed Abidur Rahman

doi:10.1002/joe.21585

A Study of Service Innovation Management in the Malaysian Telecommunications Industry

Seyedeh Khadijeh Taghizadeh, Krishnaswamy Jayaraman, Ishak Ismail, Syed Abidur Rahman

Research output: Contribution to journal › Article › peer-review

10 Citations (Scopus)

Abstract

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.

Original language	English
Pages (from-to)	67-77
Number of pages	11
Journal	Global Business and Organizational Excellence
Volume	34
Issue number	1
Early online date	28 Oct 2014
DOIs	https://doi.org/10.1002/joe.21585
Publication status	Published - 1 Nov 2014
Externally published	Yes

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A Study of Service Innovation Management in the Malaysian Telecommunications Industry

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