Authors: Meeta Dasgupta
Addresses: Management Development Institute, Mehrauli Road, Sukhrali, Gurgaon 122007, India
Abstract: In current competitive scenarios companies can no longer compete by just focusing on providing superior value through their core products. They need to create memorable customer experiences by providing a combination of products and services. Companies have to make a continuous effort to innovate with respect to their services. Because of the diversity and nature of activities, the service innovation process of one organisation might be different from the other. One-size-fits-all model might not be applicable for innovation in services industry. Through three case studies, the endeavour of this paper has been to find out if any common factors could be identified that drive Indian service organisations to innovate. Also attempt has been made to identify factors that enable these firms to bring about the required change. In addition to other enablers, the paper brings out the relevance of related industries in the ecosystem in expediting innovation initiatives.
Keywords: service innovation; customer interface; employee expertise; service processes; information and communications technology; ICT; information technology; case study; India; services.
International Journal of Management Concepts and Philosophy, 2016 Vol.9 No.3, pp.255 - 270
Received: 13 Apr 2016
Accepted: 30 Apr 2016
Published online: 28 Jul 2016 *