Exploring service innovation capability in virtual servicescapes: An Australian higher education case
Nozu, Emiko (2018) Exploring service innovation capability in virtual servicescapes: An Australian higher education case. PhD thesis, Queensland University of Technology.
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Emiko Nozu Thesis (PDF 3MB) |
Description
The proliferation of digital technologies has seen many organisations transformed their services from physical-only to digital-only or blended. Yet, there is little knowledge about how higher education providers can best respond to the changes triggered by this inevitable digital evolution. This thesis explored this topic focused on organisational routine, innovation capability and service-environment (servicescape). The contributions are three-fold. First, there is a critical mechanism of interdependency in routine change. Second, the level of interdependency varies whether it is a radical innovation or incremental change. Third, different degrees of virtuality in servicescape create unique patterns for interdependencies, stakeholder relationships, and the digital divide.
Impact and interest:
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| ID Code: | 120278 |
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| Item Type: | QUT Thesis (PhD) |
| Supervisor: | Mathews, Shane & Salunke, Sandeep |
| Keywords: | Higher education industry, Digitalisation, The dynamic capability view, Interdependent routines, Organisational capability, Organisational routine, The resource-based view, Service innovation, Service marketing, Virtual servicescapes |
| DOI: | 10.5204/thesis.eprints.120278 |
| Divisions: | Past > QUT Faculties & Divisions > QUT Business School Current > Schools > School of Advertising, Marketing & Public Relations |
| Institution: | Queensland University of Technology |
| Deposited On: | 21 Aug 2018 14:37 |
| Last Modified: | 18 Jan 2025 00:44 |
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