Title: Managing technology-enabled service innovations

Authors: Rhett H. Walker, Lester W. Johnson

Addresses: School of Business, La Trobe University, PO Box 199, Bendigo VIC 3552, Australia. ' Melbourne Business School, The University of Melbourne, 200 Leicester Street, Carlton VIC 3053, Australia

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.

Keywords: technology-enabled services; service innovation; innovation diffusion; innovation management; customer service.

DOI: 10.1504/IJEIM.2004.005848

International Journal of Entrepreneurship and Innovation Management, 2004 Vol.4 No.6, pp.561 - 574

Published online: 16 Dec 2004 *

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