Capturing and measuring technology based service innovation–A case analysis within theory and practice

Kevin Grant, Tassos Alefantos, Martin Meyer and David Edgar

International Journal of Information Management, 2013, vol. 33, issue 5, 899-905

Abstract: While economies in the industrialised World have become increasingly knowledge driven and service based, much of the work on capturing and measuring business value is still constrained and steeped in the thinking of the manufacturing era. One area that is more susceptible to measurement is the field of technology based or enhanced services. This case analysis seeks to explore how a service operator, such as an international airport, can gauge value from investment into IT. We examine how the airport operator combines a variety of accounting techniques and other tools to capture value from their IT investments. We explore how the operator could improve their measurement of business value derived from their IT investment. One observation of practice is that value capturing tools and techniques are used in parallel rather than ‘in sync’. Drawing on the notion of user innovation, we argue operators should embrace a systemic approach in adapting and modifying measuring regimes to accommodate service based innovation.

Keywords: Service innovation; Technology innovation; Measuring technology service enabled innovation (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401213000881
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:33:y:2013:i:5:p:899-905

DOI: 10.1016/j.ijinfomgt.2013.07.002

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().