Innovation Experiences in ICT and Changes in Services Industry: A Theoretical Review

Ogola Gyaviira G.K.O

Abstract: Innovation experience in any firm, be it service or manufacturing, is key as it automatically drive the employees, customers and organisation towards pulling together hence clients are locked-in and employees motivated. This paper has explained how ICT innovation in the service industry impacts on both financial and non-financial performance of firms. The paper further explains how firm resources and firm innovation affects the performance of cause with the view of ICT and focus on the service aspect. The paper has used TAM and diffusion theories to explain how spread of innovation occurs across the organisations, departments and between individuals.

Keywords: Service, automation, externalisation, innovation, socialization