A Study of Service Innovation Management in the Malaysian Telecommunications Industry

Abstract

To what extent does service innovation management influence performance in the telecommunications industry? That is the primary question addressed in a study of 249 managers in two leading Malaysian telecom firms. Researchers used the SPOTS model, which links five dimensions of service innovation management—strategy, process, organization, tools/technology, and system—to the three dimensions of performance—market performance, service development, and delivery process performance. Of the 15 hypotheses proposed, six were supported by the research findings. The analysis finds that the combined effect of strategy, process, organization, and system (SPOS) has an impact on service performance. © 2014 Wiley Periodicals, Inc.

Literature Review of the Measurement in the Innovation Management

“…The support level defines the performance management to be able to evaluate and provide feedback to the other levels to improve the future operation. The contributions that the authors present as a system, methodology and analysis research: (Taghizadeh et al, 2014): realize an analysis of the SPOTS model (strategy, process, organization, tools/technology, system) for the telecommunications industry. The model is used to explain how service innovation practices influence market performance, the service development and the delivery process performance.…”

“…The business environment is dynamic, accordingly organizations try to improve their performance and become more and more competitive (Taghizadeh, Jayaraman, Ismail, & Rahman, 2014). In this context, innovation, as a way to obtain a new or significantly improved product (goods or services) (OECD, 2005), is a promoter of economic growth, competitiveness and prosperity of organizations (Sillanpää & Junnonen, 2012).…”

“…In this context, innovation, as a way to obtain a new or significantly improved product (goods or services) (OECD, 2005), is a promoter of economic growth, competitiveness and prosperity of organizations (Sillanpää & Junnonen, 2012). Some authors mention that innovations provide a competitive advantage to companies ((Taghizadeh et al, 2014); (Dereli, 2015); (Hervas & Dalmau, 2006)).…”

“…If a company intends to be successful in achieving competitive advantage by developing innovation, it must have an effective implementation of innovation management, for which it needs to define strategies and build an administrative structure to support its innovations (Dereli, 2015). The companies can be successful or not when applying their strategies, so it is important to define procedures to measure and analyze the innovation management and identify the improvements needed to contribute to achieving the desired performance (Taghizadeh et al, 2014). However, although some related studies on innovation management are known, some authors agree that there is little research on this topic ( (Mir, Casadesús, & Petnji, 2016); (Taghizadeh et al, 2014)).…”

“…The companies can be successful or not when applying their strategies, so it is important to define procedures to measure and analyze the innovation management and identify the improvements needed to contribute to achieving the desired performance (Taghizadeh et al, 2014). However, although some related studies on innovation management are known, some authors agree that there is little research on this topic ( (Mir, Casadesús, & Petnji, 2016); (Taghizadeh et al, 2014)). Following the affirmation of the authors, the present research has as hypothesis the existence of a small population of studies on the measurement of innovation management.…”