Improving Service Innovation Performance through the Big Data Management Closed Loop Competence in China Mobile

The paper attempts to identify the impacts of five aspects of big data management competence in closed loop datafication system on service innovation performance and business performance in telecom industry in China. The research questions have been developed by integrating various theories (i.e. knowledge management theory, evolutionary perspective and resource-based theory) with the model of a telecom operator’s big data management competence in its closed loop datafication system for service innovation in China. The industry giant China Mobile is featured in the case study to demonstrate the relationships in big data environment. The findings strongly suggest that several propositions serve to support the notion of using of five aspects of management closed loop competence to promote service innovation. Specifically, the integrated management closed loop competence poses positive impact on service innovation performance. In addition, four