From an evolutionary point of view, the contributors argue that firms and organisations are increasingly forced to take into account the growing complexity of the environment. To do this, they must create strategies that interpret external expectations, but also deal with the internal reflexivity processes caused by innovation. The way to bridge strategy and innovation, they suggest, is through strategic reflexivity.
The contributions, both theoretically and empirically based, range across a number of disciplines, including economics, business administration, innovation studies, management theory, sociology and political science. These are all united by a theoretical core: the perception that strategic reflexivity is vital to business development, and that innovation should be much more thoroughly analysed.
Rather than presenting a general theory of innovation, the book specifies how innovation and value creation are interconnected with social and institutional elements. Analytical constructs, including dynamic capability, absorptive capacity, and practice-based approaches, are reviewed and anchored in the organizational context of public sector services. Such a perspective on innovation can help us develop new understandings of the process and history of innovation, contributing to processual organizational analysis in a broader sense, and further developing present theories of organizational change.
This Second Edition has been substantially revised keeping in view the continued demand and requirement for excellence in services management. In addition to presenting the concepts within which innovative processes and practices can develop, the author also discusses the new technologies, products and applications that have emerged. The appeal of the book lies in the way the author has integrated the various dimensions of services management, including people management, quality, relationship marketing, strategies for growth and managing information in the knowledge economy.
It is invaluable to professionals of all service businesses and to students of services management, general management and services marketing.