This paper addresses the contemporary challenges in increasing firm-level innovativeness and developing appropriate performance metrics. The authors discuss these challenges and provide a literature review on the innovation enhancing factors in service industries. They subsequently study the case of a multinational telecom company that tries to renew its innovative capabilities after a restructuring. An interpretative approach, based on employee focus group interviews and an extensive management workshop, is taken to co-develop context specific factors that enhance innovativeness. These factors include, amongst others, personal recognition and acknowledgement for an innovative achievement, available time, customer intimacy, and a clear innovation strategy. The identified factors will be used in a follow-up research aimed to develop performance measurement procedures that support the company to develop and exploit its innovative capabilities.
|Number of pages||13|
|Publication status||Published - 2004|
|Event||R&D Management Conference 2004 - Sesimbra, Portugal|
Duration: 6 Jul 2004 → 9 Jul 2004
|Conference||R&D Management Conference 2004|
|Period||6/07/04 → 9/07/04|
Kerssens-van Drongelen, I. C., Harkink, E. W. F. P. M., Blomqvist, K., Ojanen, V., & Kuittinen, O. (2004). Performance measurement procedures that support innovativeness rather than hamper it. 226-238. Paper presented at R&D Management Conference 2004, Sesimbra, Portugal.