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Manohar S, Mittal A, Tandon U. HEd-INNOSERV: perceived service innovation scale for the higher education sector. BENCHMARKING-AN INTERNATIONAL JOURNAL 2020. [DOI: 10.1108/bij-08-2020-0415] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThe study aims to emphasize the need for an exclusive theory, approach and measurement scale for service innovation. In the past three decades, the importance of services and service-related industry has grown tremendously. Well-established scales used for research in manufacturing cannot be directly adopted and measured in the service industry. This article follows the synthesis approach by including both technological and non-technological typologies for measuring service innovation. This is followed by reporting the effect of service innovation on outcome performances. The context of the study is the higher education sector.Design/methodology/approachAn integrated research design was used to collect data from students in various parts of south India. In total, two focus group discussions and three in-depth interviews were conducted for item generation. Confirmatory factor analysis was performed for the reliability and validity of the scale. The study developed the HEd-INNOSERV scale consisting of seven dimensions comprising 34 items.FindingsThe study developed the HEd-INNOSERV scale consisting of seven dimensions comprising 34 items. The empirical results demonstrate that the scale is reliable, valid and generalizable across higher education institutions (HEIs). The scope for future research is to develop a generalized scale that can measure across the entire service sector.Research limitations/implicationsThe scale shall help researchers in testing the conceptual models earlier developed in the service innovation domain. Similarly, HEIs could measure their stakeholders' perceptions of their innovation activity. Further, the result indicates that innovation enhances the reputation of the institution, which ultimately results in positive word of mouth.Practical implicationsCommercialization of the scale by developing an appropriate algorithm would help institutions in measuring their innovation-led initiatives continually and establish quality and standards. The scale can be used complementarily with other measures adopted from regulatory and rating agencies.Originality/valueThe HEd-INNOSERV scale shall help in optimizing the existing business processes of HEIs by helping them consciously introduce appropriate technological and non-technological innovations.
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Singh B, Grover S, Singh V. Integrated MCDM for Benchmarking Techniques in Indian Service Industries. INTERNATIONAL JOURNAL OF INNOVATION AND TECHNOLOGY MANAGEMENT 2016. [DOI: 10.1142/s0219877017500055] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/18/2022]
Abstract
Industries need to ascend their standards for competitiveness and adopt modern methods with techniques for effectiveness of their system which occurs through convention of benchmarking techniques. The rationale of the study is to review the benchmarking techniques and moreover to rank on the basis of their application in service industries. To rank the benchmarking, analytical network process and technique for order preference by similarity to ideal solution (TOPSIS) methods are used. An integrated model of multi-criteria decision-making (MCDM) is used for prioritizing the best practices in Indian service sector. The study identifies different types of benchmarking techniques among which generic benchmarking, external benchmarking and internal benchmarking occupy the first three ranks, providing basis for several critical success factors (CSFs) like planning, reliability, standardization, time behavior and usability as the more important parts of benchmarking. Thus, an endeavor has been made by authors to give a model for evaluation of benchmarking techniques through MCDM which gives confidence for executives to adopt benchmarking in their industries.
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Affiliation(s)
- Bhupender Singh
- Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India
| | - Sandeep Grover
- Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India
| | - Vikram Singh
- Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India
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Hong P, Hong SW, Jungbae Roh J, Park K. Evolving benchmarking practices: a review for research perspectives. BENCHMARKING-AN INTERNATIONAL JOURNAL 2012. [DOI: 10.1108/14635771211257945] [Citation(s) in RCA: 58] [Impact Index Per Article: 4.8] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
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