Publications

Abstract : Hansen and Birkinshaw (2007) have quoted that the innovation value chain should be end-to-end approach to generate, transform and disseminate ideas. These new ideas may be incorporated in the system for novelty and creativity which simultaneously leads to innovation. Today, service industry dominates manufacturing industry in the world and service innovation should be a part and parcel of organizational performance. The primary purpose of the present study is to investigate the influence of innovation value chain on service innovation management practices as per SPOTS model (strategy, process, organization, tools/technology, and system), in the context of Malaysian telecommunication sector. A questionnaire survey was conducted with 249 respondents (high level employees) of major telecommunication sectors in Malaysia. The respondents were completed a minimum of one innovation project and have three years of experience in dealing with service innovation projects. The findings of the study revealed that the idea generation is significantly influencing on strategy and organizational innovations. Also, idea diffusion is a strong predictor of practicing all dimensions of SPOTS namely: strategy, process, organization, tools/technology, and system. Surprisingly, idea conversion is not influencing the SPOTS practices. It could be due to the fact that the implementation of idea conversion leads to trial and error method of experimenting immediate viable products and best practices which is challenging in terms of funding for any organization. Further, there are a few researches in the literature, testing the influence of innovation value chain on the practices of SPOTS practices, hence the present article would facilitates to understand the service innovation in a holistic way.