Science Journal of Business and Management

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Assessing the Link between service Innovation and Performance in Telecommunication Industry

Received: 09 January 2014    Accepted:     Published: 20 February 2014
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Abstract

Literature search has revealed that despite the dominance of services in modern economies, and their rapid growth worldwide, there are limited researches in the area of service innovation. This study attempted to bridge the gap by ascertaining the nature of relationship between innovation and firm performance. The study adopted a mixture of expost-facto and survey research design. The sources of data for the study were both primary and secondary. The research instrument was developed and it was subjected to both validity and reliability measures and was found to be valid and reliable for the study. Simple random sampling technique was adopted for the study. Three hypotheses were formulated and subjected to inferential statistical tests such as correlation and regression. It was discovered that service process innovation, service modification and service innovation structure are significantly related to firm performance. It was recommended that firms should put in place service innovation structure that is coupled with quality improvement practices in order to sustain and enhance its competitive advantage and customer patronage.

DOI 10.11648/j.sjbm.20140201.13
Published in Science Journal of Business and Management (Volume 2, Issue 1, February 2014)
Page(s) 16-23
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Service Process Innovation, Service Modification, Service Innovation Structure and Performance

References
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[3] Bitner, M.J., Ostrom, A.L., and Morgan, F.N. (2007) Service Blueprinting: A Practical Tool for Service Innovation. Innovation in Services Conference, Berkeley, April 26-28
[4] Boden, M. & Miles, I. (2000). "Conclusions Beyond the Service Economy. In Services and the Knowledge Based Economy. London & New York: Continuum
[5] Bradshaw, T. & Turner, A. (2008) ―Excellence in service innovation CBI/QinetiQ report on innovation in UK service sector businesses‖, viewed 29 April 2011, http://www.cbi.org.uk/pdf/Excellenceinserviceinnovation.pdf>
[6] Calvo, A., & Rahrig, K. (1997). Diffusion of Innovations. PHC 6500 Foundations of Health Education
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[8] Coombs, R. & Miles, I. (1999). Innovation, Measurement and Services.: The New Problematique in: J.S. Metcalfe & I. Miles (Eds.), Innovation Systems in the Service Economy. Norwell. Massachusetts: Kluwer Academic Publishers
[9] Drejer, I. (2004). Identifying Innovation in Surveys of Services. A Schumpeterian Perspective. Research Policy. 33(3), pp. 551-562
[10] Fingar T. (2009), "Reducing Uncertainty: Intelligence and National Security Using Intelligence to Anticipate Opportunities and Shape the Future" Lecture at Stanford University, October 21, retrieved from http://iis-db.stanford.edu/evnts/5859/lecture_text.pdf
[11] Gallouj, F., & Weinstein, O. (1997). Innovation in Services. Research Policy. Cheltenham: Crown
[12] Hamel (Harvard Business Review). Retrieved May, 2011 from www.bptrends.com
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[14] Innosight Consulting Firm (2005). Disruptive Innovation Primer
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[17] LENFLE Sylvain (2004) "Peut-on gérer l'innovation par projet ?" in GAREL Gilles, GIARD Vincent, MIDLER Christophe [eds.] Faire de la recherche en management de projet, Paris, Vuibert Fnege , pp. 11-34.
[18] Lovelock, C., & Wirtz J. (2007). Service Marketing.: people, technology, strategy. (6th edn.). New Jersey: Prentice Hall
[19] Maffei S., Mager B. and Sangiorgi D., Innovation through Service Design. From Research and Theory to a Network of Practice. A users’ driven perspective, Joining Forces Conference, 21-23 September, Helsinki, 2005
[20] Nählinder, J. (2005). Innovation and Employment in Services. The case of Knowledge Intensive Business Services in Sweden. Linköping: Linköping University
[21] Pariag, P. (2009). Classification of Services. Regional Symposium on Services 15-17 July 2009 Grand Royal Antiguan Beach Resort Antigua and Barbuda
[22] Preissl, B. (1997). Services in Europe. Patterns of Growth and Development. SI4S survey paper 2. Oslo: STEP
[23] Rogers, E. (1995). Diffusion of innovations. (4th edn.). New York, NY: The Free Press
[24] Sasser, W.E., Olsen, R.P., & Wyckoff, D.D. (1978). Management of Service Operations.: Text and Cases. Boston: Allyn & Bacon
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    Ogunnaike, Olaleke Oluseye, Ibidunni, Stephen Ayodotun, Adetowubo-King, et al. (2014). Assessing the Link between service Innovation and Performance in Telecommunication Industry. Science Journal of Business and Management, 2(1), 16-23. https://doi.org/10.11648/j.sjbm.20140201.13

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    ACS Style

    Ogunnaike; Olaleke Oluseye; Ibidunni; Stephen Ayodotun; Adetowubo-King, et al. Assessing the Link between service Innovation and Performance in Telecommunication Industry. Sci. J. Bus. Manag. 2014, 2(1), 16-23. doi: 10.11648/j.sjbm.20140201.13

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    AMA Style

    Ogunnaike, Olaleke Oluseye, Ibidunni, Stephen Ayodotun, Adetowubo-King, et al. Assessing the Link between service Innovation and Performance in Telecommunication Industry. Sci J Bus Manag. 2014;2(1):16-23. doi: 10.11648/j.sjbm.20140201.13

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  • @article{10.11648/j.sjbm.20140201.13,
      author = {Ogunnaike and Olaleke Oluseye and Ibidunni and Stephen Ayodotun and Adetowubo-King and Sunday},
      title = {Assessing the Link between service Innovation and Performance in Telecommunication Industry},
      journal = {Science Journal of Business and Management},
      volume = {2},
      number = {1},
      pages = {16-23},
      doi = {10.11648/j.sjbm.20140201.13},
      url = {https://doi.org/10.11648/j.sjbm.20140201.13},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.sjbm.20140201.13},
      abstract = {Literature search has revealed that despite the dominance of services in modern economies, and their rapid growth worldwide, there are limited researches in the area of service innovation. This study attempted to bridge the gap by ascertaining the nature of relationship between innovation and firm performance. The study adopted a mixture of expost-facto and survey research design. The sources of data for the study were both primary and secondary. The research instrument was developed and it was subjected to both validity and reliability measures and was found to be valid and reliable for the study. Simple random sampling technique was adopted for the study. Three hypotheses were formulated and subjected to inferential statistical tests such as correlation and regression. It was discovered that service process innovation, service modification and service innovation structure are significantly related to firm performance. It was recommended that firms should put in place service innovation structure that is coupled with quality improvement practices in order to sustain and enhance its competitive advantage and customer patronage.},
     year = {2014}
    }
    

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    AU  - Ogunnaike
    AU  - Olaleke Oluseye
    AU  - Ibidunni
    AU  - Stephen Ayodotun
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    AB  - Literature search has revealed that despite the dominance of services in modern economies, and their rapid growth worldwide, there are limited researches in the area of service innovation. This study attempted to bridge the gap by ascertaining the nature of relationship between innovation and firm performance. The study adopted a mixture of expost-facto and survey research design. The sources of data for the study were both primary and secondary. The research instrument was developed and it was subjected to both validity and reliability measures and was found to be valid and reliable for the study. Simple random sampling technique was adopted for the study. Three hypotheses were formulated and subjected to inferential statistical tests such as correlation and regression. It was discovered that service process innovation, service modification and service innovation structure are significantly related to firm performance. It was recommended that firms should put in place service innovation structure that is coupled with quality improvement practices in order to sustain and enhance its competitive advantage and customer patronage.
    VL  - 2
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