End-user collaboration for process innovation in services: The role of internal resources
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This working paper examines how process innovation in service firms is influenced by external knowledge sources and internal resources. Using survey data from 166 Information Technology Services firms and PLS-SEM analysis, the study finds that end-user collaboration and broader external collaboration improve process innovation only when supported by a strong internal commitment of resources. The paper highlights the mediating role of internal resources and identifies management practices that help firms turn collaboration into effective process innovation.
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The flip side of organisational capabilities is incumbent inertia in the form of routine rigidity inhibiting change and the development of new capabilities.
“The flip side of organisational capabilities is incumbent inertia in the form of routine rigidity inhibiting change and the development of new capabilities (Ashok, Narula, & Martinez-Noya, 2014;Leonard-Barton, 1992).”
From AI adoption and diffusion in public administration: A systematic literature review and future research agenda (2023) · cites this paper as Ashok, Narula, & Martinez-Noya, 2014
Section 2.5.2 links poor investment practices to firm-level inertia and says refusal to update capabilities creates ‘core rigidity’; the Conclusions also describe a possible tendency to revert to old practices. The source supports rigidity as an obstacle to change, but frames it as arising from inadequate investment or renewal, not as an inherent flip side of organisational capabilities. (LLM, conf=0.78)
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Madan, R., & Ashok, M. (2023) · Government Information Quarterly · doi:10.1016/j.giq.2022.101774 · Cited by 468 · see citing works
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- Authors
- Ashok, M., Narula, R., & Martinez-Noya, A.
- Affiliations
- University of Reading (GB)
- Venue
- Zenodo
- Publisher
- Zenodo
- Published
- 2014-01-01
- Issue
- 019
- OpenAlex
- W2090427008
- Cited by
- 11
- References
- 3
- Citations by year
- 2023: 1 · 2022: 2 · 2021: 3 · 2020: 1 · 2018: 1 · 2017: 1 · 2015: 2
- Type
- report
- Language
- en
- Open access
- green
- www.merit.unu.edu
- Locations
- RePEc: Research Papers in Economics (submittedVersion)
- Research Publications (Maastricht University) (submittedVersion, other-oa)
- Zenodo (CERN European Organization for Nuclear Research) (submittedVersion, cc-by)
- Zenodo (CERN European Organization for Nuclear Research) (cc-by)
- Topics
- Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
- Keywords
- process innovation, service innovation, end-user collaboration, external knowledge sources, internal resources, external collaboration, management practices
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