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Managing technology-enabled service innovations

Author

Listed:
  • Rhett H. Walker
  • Lester W. Johnson

Abstract

Increasingly technology is being employed to replace or substantially diminish personal interaction in service provision. Research is beginning to shed light on the impact of this phenomenon on the diffusion and adoption of technology-enabled service innovations. In this paper, we discuss implications of various findings of this research, including that undertaken by the authors of this paper, for service providers. We also argue why, in our view, diffusion of innovation theory warrants review in order to accommodate better the case provided by technology-enabled service innovations.

Suggested Citation

  • Rhett H. Walker & Lester W. Johnson, 2004. "Managing technology-enabled service innovations," International Journal of Entrepreneurship and Innovation Management, Inderscience Enterprises Ltd, vol. 4(6), pages 561-574.
    • Handle: RePEc:ids:ijeima:v:4:y:2004:i:6:p:561-574
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    Cited by:

    1. Durkin, Mark & Jennings, Deirdre & Mulholland, Gwyneth & Worthington, Stephen, 2008. "Key influencers and inhibitors on adoption of the Internet for banking," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 348-357.

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