In this paper, we report on a business case in the construction sector where we have designed and prototyped an innovative Web-based distributed document management application. It supports various exchange and sharing of information services between the different stakeholders involved in a construction project. The development of the application is based on a serviceoriented architecture and f...

Purpose – The purpose of this paper is to shed more light on the crucial initiation stage of service innovation in professional service firms (PSFs) by individual professionals and the implications for knowledge management. Design/methodology/approach – The paper builds theory, based on an in-depth review of the relevant literature. The developed theory is illustrated with a case study of Price...

Previous studies have found out the positive relationship between customer participation and employee service innovation behavior. In the era of the experience economy, moreover, customer participation is an effective method to solve the lag problem of employee service innovation. Using questionnaire data collected between April and July 2016 from 20 service enterprises in Fuzhou, Xiamen, and Q...

Dynamic Balanced Scorecard (DBSC) is an effective business performance management control tool for dealing with business uncertainty, performance monitoring, evaluation and forecasting. DBSC has been proposed and utilized extensively over the years as an effective tool to manage and control the dynamics of business processes (BP) and their performance. However, there is little evidence of its a...

public organizations as an important element in the provision of basic public services for citizens and as policy makers and implemente agents of have an important role in every society’s economy (it is characterized by being a service-oriented) including iran. playing such a role requires an innovative approach to public services and using appropriate strategies to accomplish this. the present...

Frontline processes are crucial in order to stem performance losses in service organizations. Using a frontline perspective, this article outlines the key factors that contribute to performance losses in the implementation of service innovations and identifies frontline mechanisms that help stem performance losses. By offering guidelines to organizations for designing frontline processes, the a...

All organisations are now facing one of the largest upheavals in business practice since the ‘great depression’. Information technology organisations, who frequently lead the development of change based around ICT, are being asked to develop new products and services that add significant value for customers and to radically change their internal processes so that they are more cost effective. I...

innovation could be recognized as a key factor in anincreasingly competitive environments and it is difficult to find anindustry that is not engaged in innovation. however, innovation successand achievement to important advantages such as performanceimprovement is not easy and it relies on applying innovation strategiesfrom firms' top managers and consultants. the objective of this paper i...