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Linking data-rich environments with service innovation in incumbent firms: a conceptual framework and research propositions

Troilo, Gabriele, De Luca, Luigi ORCID: and Guenzi, Paolo 2017. Linking data-rich environments with service innovation in incumbent firms: a conceptual framework and research propositions. Journal of Product Innovation Management 34 (5) , pp. 617-639. 10.1111/jpim.12395

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The impact of big data on innovation is not only driven by technology and analytics. It involves a transformation of the organizational culture, structures, processes, roles and capabilities that underpin the innovation process. Understanding these factors is particularly important for service innovators, given the strong interdependence between the organizational context and technology in service companies. Moreover, in many of these organizations, the innovation process is still deeply rooted in a non-digital past. This study answers the call to understand what are the key characteristics of a systematic process for service innovation in data-rich environments. In particular, the authors investigate the primary factors that enable existing service organizations to capture the innovation potential inherent in data-rich environments. To this aim, a two-step research design is implemented. First, the service innovation and information systems literatures are integrated in a unified conceptual framework that articulates the relationship between data-rich environments and service innovation from an organizational perspective. Second, the authors carry out 40 semi-structured interviews in seven large service firms, which allow them to refine and populate the initial framework with typologies, concepts, and examples from the field. A major contribution of this study is to articulate the concept of data density, as three distinct processes (pattern spotting, real-time decisioning and synergistic exploration) connecting data-rich environments with service innovation opportunities. Finally, the authors identify a set of organizational enablers that facilitate the links between technology, data density processes, and service innovation. The findings of this study offer a roadmap for service managers who need to align the service innovation process of their organizations with the opportunities offered by data-rich environments.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Publisher: Wiley
ISSN: 0737-6782
Date of First Compliant Deposit: 15 June 2017
Date of Acceptance: 29 May 2017
Last Modified: 07 Nov 2023 17:12

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