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Date

2016-09-12

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Creating value through service innovation requires new processes and ways of communicating to multiple stakeholders. Institutions and stakeholders within the service ecosystem, however, often resist change. Adopting a new service strategy entails two distinct costs – monetary and psychological. The tensions between an organization’s need to generate incremental revenue and the challenges of balancing business as usual and the costs associated with service innovation are explored. Specifically, this paper aims to explore the adoption of a customer relationship management (CRM) technology solution in a bureaucratic setting, and the sequence of events needed for successful implementation, with emphasis on overcoming various barriers and hurdles.

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Keywords

Customer Relationship Management, Organizational Change, Stakeholder Theory, Institutional Theory, Service Innovation, Relationship Marketing

Citation

Parris, D., Bouchet, A., Welty Peachey, J., & Arnold, D. (2016). Change is hard: Overcoming barriers to adopting a service technology. Journal of Services Marketing, 30(6), 615-629. https://doi.org/10.1108/ JSM-05-2015-0182

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