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
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
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