Dynamic Capability Building in Service Networks: An exploratory case study

Renu Agarwal; Willem Selen; Shahriar Sajib; Moira Scerri

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Dynamic Capability Building in Service Networks: An exploratory case study

Journal article

Open access

Peer reviewed

Dynamic Capability Building in Service Networks: An exploratory case study

Renu Agarwal, Willem Selen, Shahriar Sajib and Moira Scerri

Journal of New Business Ideas and Trends, Vol.12(1), pp.27-41

2014

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Abstract

Business and Management

dynamic capabilities

service innovation

service networks

case study methodology

semi-structured interviews.

Purpose -The purpose of this paper is to examine how collaboration in a service network of a major Telco, involving a key partner and its affiliate network, enables dynamic capability building for achieving services innovation. Design/methodology/approach - The method for this paper is a case study of a large Telco, including its distribution channels and franchised retail centres; and a key trading partner, TPartner, and its affiliated network. Interviews were conducted, transcribed, coded, and similarities in views by different participants were incorporated into emergent themes and patterns for analysis. Findings - The findings are that collaboration, collaborative organisational learning, collaborative innovative capacity, entrepreneurial alertness, and collaborative agility are all core dynamic capabilities that foster innovation in services. Second, collaboration enables firms to redefine their strategic and operational capabilities. Third, partnering allows managers to rethink, rearrange and reposition their sourcing strategies to better meet customer demand. Lastly, through partnering with customers and their ensuing engagement, managers are equipped with superior ability to anticipate discontinuity in customer preferences across channels, and through customer knowledge managers are able to meet future demand expediently. Originality/value - This study advances our understanding of how organisations can build competence based on dynamic capabilities through collaboration in order to foster service innovation.

Details

Title: Dynamic Capability Building in Service Networks: An exploratory case study
Authors: Renu Agarwal (Author) - University of Technology Sydney
Willem Selen (Author) - University of the Sunshine Coast - Faculty of Arts and Business
Shahriar Sajib (Author) - University of Technology Sydney
Moira Scerri (Author) - University of Technology Sydney
Publication details: Journal of New Business Ideas and Trends, Vol.12(1), pp.27-41
Publisher: Australian Business Education Research Association
Date published: 2014
ISSN: 1446-8719
Organisation Unit: University of the Sunshine Coast, Queensland
Language: English
Record Identifier: 99448832502621
Output Type: Journal article

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