No accessInternational Journal of e-Business ManagementOther Journal Article01 June 2011Managing the Operational Effectiveness in Services Using Technological Innovation Authors: Ricardo Santa; Annibal Scavarda; Fang Zhao; Hazbo Skoko Authors: Ricardo Santa Assistant Professor, Production and Operations Management, Alfaisal University, PO Box 50927, Riyadh 11533, Kingdom of Saudi Arabia, email: [email protected], tel: +966 1215 7704, fax: +966 1215 7611 Google Scholar More articles by this author ; Annibal Scavarda Associate Professor, School of Business and Management, American University of Sharjah, Sharjah, PO Box 26666, UAE, email: [email protected], tel: + 971 6 515 2946, fax: + 971 6 558 5065 Google Scholar More articles by this author ; Fang Zhao Associate Professor, School of Business and Management, American University of Sharjah, Sharjah, PO Box 26666, UAE, email: [email protected], tel: + 971 6 515 2575, fax: + 971 6 558 5065 Google Scholar More articles by this author ; Hazbo Skoko not listed Google Scholar More articles by this author SectionsAboutPDF/EPUBExport CitationsAdd to FavouriteAdd to FavouriteCreate a New ListNameCancelCreate ToolsTrack CitationsCreate Clip ShareFacebookTwitterLinkedInEmail Abstract There is evidence that many businesses are investing in complex technological innovations such as enterprise information systems with the aim of improving their operations. This technological innovation, however, tends to have a disproportionate focus on either the purity of the system (system effectiveness), or the operational effectiveness. The resulting lack of alignment is detrimental to the long-term enterprise benefits because of failure to achieve the real value of innovation. Although the literature has discussed system effectiveness and operational effectiveness extensively, there has not been a comprehensive discussion in regard to the alignment between the system effectiveness outcomes of a technological innovation and the operational effectiveness outcomes. This study explores the linkages and interactions between the two previously defined models, examining the influence of several organisational factors, such as strategies, on achieving an alignment that maximises benefit to the enterprise. This research uses a qualitative approach, based on unstructured and structured interviews with employees at different levels of two large service organisations, to build on the existing literature and to further confirm and refine a theoretical framework. Previous articleNext article RelatedDetailsCited ByNone View PUBLICATION DETAILSDate of Publication:June 2011Journal:International Journal of e-Business ManagementISSN:1835-5412Volume:5Issue:1Page Range:16-32First Page:16Last Page:32Source:International Journal of e-Business Management, Vol. 5, No. 1, June 2011: 16-32Date Last Modified:13 June 2019 16:18Date Last Revised:06 October 2012 Original DOI: 10.3316/IJEBM0501016SubjectElectronic commerceBusiness information servicesBusiness enterprises--Technological innovationsOrganizational effectiveness--ManagementProduction management--Quality control METRICS Downloaded 4 times Copyright© RMIT Publishing, 2011Download PDFLoading ...