ITU

HOW MICRO-SHIFTS IN TECHNOLOGY, KNOWLEDGE PRACTICES, AND CONTROL STRUCTURES TRANSFORM SERVICE INNOVATION TRAJECTORIES

Research output: Contribution to conference - NOT published in proceeding or journalPaperResearch

View graph of relations

The metaphor of the tanker and the speedboat has become almost apocryphal in management circles: large incumbent organisations are seen as too large and unwieldly to generate innovation, so they instead send out (and equip) speedboats, with the intention that they innovate and explore, and bring new ideas back to the tanker. However, this approach is very top-down and directed, and fails to harness one of the most powerful theorised qualities of digital artefacts, namely their ability to be generative, or be repurposed beyond the scale and scope originally intended (Zittrain, 2006).However, innovation in organisations large and small is also known to happen seemingly accidentally (Austin, Devin, & Sullivan, 2011; Shah & Tripsas, 2007). In an age of digital innovation characterised by as involving malleable and open-ended digital technologies (Kallinikos, Aaltonen, & Marton, 2013; Yoo, Henfridsson, & Lyytinen, 2010), and often leading to unanticipated, generative, outcomes, it is striking that we have such poor understanding of how micro-level digital technology diffusion leads to service innovation, whether in an incumbent organisation or otherwise.This paper adds to our understanding of service innovation in incumbent organisations, and structural changes to the organisation in particular, by developing a model of how micro-shifts accumulate to guide service innovation trajectories. Our study of GlobalBank focuses on how the introduction of a new mobile application, itself a small-scale innovation, eventually redefined frontline customer service in the bank’s branch network.
Original languageEnglish
Publication date26 Oct 2020
Publication statusPublished - 26 Oct 2020
EventStrategic Management Society Conference 2020 - Online conference (COVID-19), London, United Kingdom
Duration: 19 Oct 202027 Oct 2020
https://www.strategicmanagement.net/

Conference

ConferenceStrategic Management Society Conference 2020
LocationOnline conference (COVID-19)
CountryUnited Kingdom
CityLondon
Period19/10/202027/10/2020
Internet address

ID: 85447963