This dimension is crucial in establishing new services with changed service characteristics Den Hertog. He describes two key operant resources of this dimension, namely, organizational capability and marketing capability. Service delivery is defined as the service innovation process comprising the sequential activities and internal organizational arrangement for delivering a new or existing service; it includes the two operant resources of organizational capability and human resource management capability. Client interface is defined as the design of the interface between the service provider and its clients; its critical elements are human resource management capability and marketing capability. Finally, technology is optional though it plays an important role through interacting with other dimensions as a specific service innovation dimension.
Author(s) Details:
Satish Pandurangji Rewatkar,
Dy Chief Business Development and City Marketing, Brihanmumbai Municipal Corporation, Mumbai, India.
Abdul Kadar Jilani Mansuri,
Commerce Department, G S College of Commerce, Wardha, Maharashtra, India.