This study is about helping managers identify and enhance the idiosyncratic firm resources required for delivering superior perceived use value to customers. Specifically, the research has focused on the organisational knowledge required for routinised service delivery, and has operationalised...

The capacity to innovate is commonly regarded as a key response mechanism, acritical organisational competence for success, even survival, for organisationsoperating in turbulent conditions. Understanding how innovation works, therefore,continues to be a significant agenda item for many...