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The impact of culture, leadership, governance and ICT systems on service innovation in service value networks
Abstract   Peer reviewed

The impact of culture, leadership, governance and ICT systems on service innovation in service value networks

R Agarwal and Willem Selen
2012 International Conference on Industrial Engineering and Engineering Management Program Book, p.86p
International Conference on Industrial Engineering and Engineering Management (IEEM), 2012 (Hong Kong, China, 10-Dec-2012–13-Dec-2012)
2012
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Abstract

Business and Management Information Systems
This study investigates the impact of organisational leadership and governance, ICT infrastructure and organizational culture on innovation in services, using empirical data from a major Australian telecommunication service provider and its partnering organisations. Our empirical results show that governance, leadership, organisational culture, and ICT integration attributes all contribute significantly to the creation and delivery of innovation in services. Governance strategies tend to structure and regulate the conduct of the parties in an exchange, however when integrated, they constrain the latitude of decision making within the relationship. It is important that an environment of mutual support and culture is created to establish volitional compliance amongst partners. This is possible only through collaborative communication, openness and trust, with seamless integration of ICT systems, which allows transparent flow of information for real-time decision making.

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