The Role of Managers as Agents in Successful Service Innovations: Evidence from India

Tripathi, S. S. 2014. The Role of Managers as Agents in Successful Service Innovations. Technology Innovation Management Review, 4(8): 18–26.

9 Pages Posted: 1 Sep 2014 Last revised: 3 Sep 2014

See all articles by Shiv Shankar Tripathi

Shiv Shankar Tripathi

Management Development Institute Gurgaon

Date Written: August 28, 2014

Abstract

The article is based on a three-year study of 70 business executives belonging to 20 large organizations operating in India to identify the kind of interventions used by agents (managers) to make service innovations successful. For the purpose of analysis, the subject organizations were classified into highly successful, successful, and unsuccessful organizations on the basis of their growth rate, and their practices were analyzed to identify the role of agents in those processes or related decisions. The article also compares the practices followed by organizations based in India with global organizations operating in India to understand the contextual issues of service innovations.

Keywords: service innovation, agents, managers, India, global organizations, entrepreneurship, intrapreneurship, innovation, emerging markets, grounded theory, qualitative research

JEL Classification: A23, L80, M10, M13, O30, O31, O32, O53

Suggested Citation

Tripathi, Shiv Shankar, The Role of Managers as Agents in Successful Service Innovations: Evidence from India (August 28, 2014). Tripathi, S. S. 2014. The Role of Managers as Agents in Successful Service Innovations. Technology Innovation Management Review, 4(8): 18–26., Available at SSRN: https://ssrn.com/abstract=2489802

Shiv Shankar Tripathi (Contact Author)

Management Development Institute Gurgaon ( email )

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Gurgaon, Haryana 122007
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+91-124-4560578 (Phone)

HOME PAGE: http://www.mdi.ac.in

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