Abstract
PurposeIn today’s Pakistan, the emergence of new forms of business in collaboration with the mobile service providers is bringing a big difference, not only in every walk of life but also in digital economy of the country. Therefore, the purpose of this paper is to explore what are the factors that determine the success rate of new innovative services in cultural context of mobile service providers of Pakistan.Design/methodology/approachData have been collected from 397 employees of cellular firms of Pakistan by using the simple random sampling strategy. The gathered data were analyzed by using the regression-based process approach of Hayes and Preacher (2014).FindingsThe results indicated that innovation capabilities and service innovation have significant positive effect on the short-term, long-term and indirect success of the service innovation. It was also found that the service innovation mediates the relationship among the capabilities to innovate and service innovation success rate. The findings of this research work are beneficial for the practitioners of cellular firms of Pakistan.Originality/valueThe value of this research work is evident from the fact that this research work attempts to address some identified gaps of existing body of literature. This research work provides some key insights for practitioners and also discusses the new avenues for future researches.
Highlights
It is argued that a firm can achieve service success over its rivals only if it offers more improved service value to customers (Cui and Wu, 2017)
This research work attempts to contribute in body of literature by validating the conceptualization of the service innovation keeping in consideration the recent digitization of service sector and incorporation of ever-changing technological advancement in business processes of cellular organizations
This research work attempts to contribute in existing theoretical body of knowledge as most of the previous research studies on innovation capabilities have emphasized on the one or few specific dimensions of innovative capabilities and there is no such agreement in existing literature on what are those factors that determine the innovation capabilities for the attainment and assurance of service success (Zawislak et al, 2012; Chamsuk et al, 2017)
Summary
It is argued that a firm can achieve service success over its rivals only if it offers more improved service value to customers (Cui and Wu, 2017). Organizations, are in dire need to focus on innovative processes that could gain market reputation and improve productivity (Ross, 2009; Robbins and O’ Gorman, 2015). This poses a question that how organizations can innovate forever? This poses a question that how organizations can innovate forever? Nonstop innovating endlessly is not an easy job for the organizations to do
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