Abstract
New technologies such as blockchain are predicted to enable new service offers and ways to conduct service operations. While the technological possibilities have been explored intensively, the adoption rate among many service companies is still slow based on current technology adoption observations. An important reason for the slow adoption is missing capabilities among service companies and customers. We develop a theoretical framework that is embedded within the customer-dominant logic and recognises that many technology-based services also require specific competencies from customers in order to use them effectively. The framework explains which organisational capabilities are required to successfully explore and exploit new technologies, and also includes the capabilities required of customers to effectively use the new services. The paper aims at making a theoretically-grounded and practical contribution to understanding of which capabilities are required to allow organisations to explore and exploit new technologies.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
