Abstract: The purpose of this research is to examine the capabilities that effect service innovation and the service innovation process in the United Arab Emirates (UAE) public sectors. The research approach depends on a quantitative method through gathering data from 142 managers and employees in different government sectors in the UAE. The results showed that some organisational capabilities, such as culture, communication, finance, and IT (information technology) have a strong impact on service innovation and service innovation processes. However, some capabilities, such as human resources, organisational structure, leadership, and research and development (R&D) showed no impact on service innovation and its processes. Thus, the most important things that organisations have to commitment is providing sufficient capabilities during the implementation of service innovation and develop service innovation processes. Therefore, more testing and evidence of accurate data that covers various organisational fields are required. Moreover, there are variances of capabilities depending on an organisation’s capacity, core business, and its potential. More observation is required to measure the level of organisational capabilities and their impact on service innovation and service innovation processes. In addition, reassessing the organisation’s capabilities development to reconsider their ability to achieve service innovation is recommended. Managers’ and experts’ perspectives are acquired from a variety of innovation fields, such as private or economic sectors in the UAE, to understand clearly the relationship between organisational capabilities, service innovation, and service innovation processes through implementing innovative practices.
Keywords: Organisational Capabilities, Service Innovation, Service Innovation Process, UAE public sector.
Title: The organizational capabilities and their effects on service innovation and service innovation process in the UAE public sector
Author: Sultan Al Marzouqi
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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