Does mobile technology influence service innovation?

Authors: Bolat, E. and Aroean, L.

Editors: Mickelsson, J. and Helkkula, A.

Conference: AMA SERVSIG International Service Research Conference

Dates: 7-9 June 2012

Journal: Innovative service perspectives: Proceedings from the AMA SERVSIG Internation Service Research Conference

Pages: 27

Publisher: Hanken School of Economics

Place of Publication: Helsinki, Finland

ISBN: 978-952-232-170-1


Purpose This study explores whether and how mobile technology (MT) facilitates service innovation practices (SIPs), process innovation and product innovation, in a creative service industry.

Design/Methodology/Approach The study analysed three different cases using Strauss’ evolved grounded theory approach. Data collection was administered through in-depth interviews with key decision-makers and from secondary sources.

Findings Using seven-dimension framework, three operational and four strategic, distinctive characteristics on how MT facilitates SIPs have emerged between the three cases. While similarities have been found on three operational dimensions, the cases are different on strategic dimensions. Operationally MT facilitates process innovation practices across the three cases. Strategically the first case, follower, demonstrates that MT has been used to improve process innovation. For the second, challenger, and the third, leader, MT facilitates strategically both process and product innovation. The difference between challenger and leader is concerned with the intensity on how MT drives product innovation.

Practical implications This study shows that operationally MT facilitates process innovation. However, product innovation practices are concerned with strategic level. Degree of strategic commitment on MT drives process and product innovation behaviour.

Originality/value The study contributes to the service innovation domain by describing how MT characterise process and product innovation practices in creative services.

Source: Manual

Preferred by: Elvira Bolat