Authors: Sanjai K. Parahoo; Madhavi Ayyagari; Ahmed Abdul Hakim; Ardhendu Shekhar Singh
Addresses: Hamdan Bin Mohammad Smart University, Dubai, UAE ' Murdoch University, Dubai, UAE ' Hamdan Bin Mohammad Smart University, Dubai, UAE ' Faculty of Marketing, Symbiosis School of Banking and Finance, Symbiosis International University, Pune, Maharashtra, India
Abstract: The study adopted a case methodology and used the service ecosystem lens to investigate how a public institution successfully supported interactions with its customers and partners to enable innovation and value co-creation. Data from secondary sources and two independent audit survey reports were examined. This analysis was complemented with in-depth interviews of employees at Dubai Corporation for Ambulance Services (DCAS), external experts and stakeholders. The findings demonstrated how DCAS created a conducive innovation ecosystem, supported by technology and organisational factors, and worked collaboratively and synergistically with a wide array of actors to successfully co-create value for patients. The case study provides useful insights into an innovation ecosystem fostered by public sector managers to help citizens and patients benefit from service excellence.
Keywords: innovation; service-dominant logic; SDL; value co-creation; public value; innovation ecosystem; ambulance service; Dubai, UAE.
International Journal of Technology Transfer and Commercialisation, 2020 Vol.17 No.4, pp.337 - 353
Received: 12 Apr 2020
Accepted: 12 Apr 2020
Published online: 16 Feb 2021 *