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Service delivery innovation architecture: An empirical study of antecedents and outcomes
Rajeev Verma,
Published in Elsevier
Volume: 26
Issue: 2
Pages: 105 - 121
The research examines service delivery innovation architecture and its role in achieving sustainable competitive advantage of firms. The study develops and empirically examines an antecedent based model of service delivery innovation. We collected data from 203 service sector professionals working in Mexican financial and information technology firms, and tested the proposed relationship. Further, the study investigates the moderating role of customer orientation on innovation driven performance outcomes. Results show that customer orientation strengthens the service delivery–performance relationship. This paper aims to contribute to the strategic planning of service firms by guiding their resource allocation to ensure sustainable growth.
About the journal
JournalData powered by TypesetIIMB Management Review
PublisherData powered by TypesetElsevier
Open AccessNo
Concepts (3)
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    Economics and econometrics
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    General business
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    Management and accounting