Date of Conferral

2018

Degree

Ph.D.

School

Public Policy and Administration

Advisor

Dr. Gregory Campbell

Abstract

Empirical research has established that the service sector is the engine of growth in global economies. Despite the contributions of the service sector to global economies, research in service innovation has been neglected. There are still empirical research gaps especially on the predictors of strategic service delivery innovation (SSDI). The problem statement addressed in this study was that no research used the resource advantage theory to investigate the nature of the relationship between SSI and SSDI with OS as a possible moderator variable. Using resource advantage theory as the foundation, the purpose of this correlational study was to determine whether organizational size moderates the relationship between SSI and SSDI. Survey data were collected from a random sample of IT managers in the United States (n = 250), and data were analyzed using SPSS to specifically test the three hypotheses of the study. The key findings indicated that SSI was positively related to SSDI F (3, 246) = 428.153, p < 0.001 OS was positively related to SSI (t = 10.4, p < 0.001), and OS moderated the relationship between SSI and SSDI F (1, 245) = 0.005, p = 0.006. Using the conceptual framework of the R-A theory was statistically significant to investigate the relationships between the three key variables. Positive social change should be achieved when IT managers realize that strategic service innovation is positively related to strategic service innovation delivery, and is moderated by organizational size, then this information should factor into IT managers' strategic planning to positively impact social change by minimizing cost of production in service delivery to consumers. The outcome of this study was two-fold: academic significance of delivery innovation (SSDI) and managerial significance.

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