DRIVING SUCCESS IN THE SERVICE BUSINESS: LEVERAGING TECHNOLOGY FOR OPERATIONAL ENHANCEMENT AND COMPETITIVE ADVANTAGE
Hyun-Gu Kanga
aCentral Michigan University, Management Department, Mt. Pleasant (MI), USA, kang1h@cmich.edu
Abstract
Technology has transformed service industries, revolutionizing strategic landscapes and creating new opportunities for service-oriented businesses. According to resource-based views and service-dominant logic frameworks, technology can give service businesses a competitive edge by helping them improve their operations in many ways. Therefore, it is essential for service businesses to effectively integrate technology into their organizations to maintain long-term competitive advantages. This research explores the strategic considerations and challenges of integrating technology into service businesses from the perspectives of resource-based view and service-dominant logic. It concluded that service companies must innovate, adopt new technology, and collaborate with customers and employees to create and deliver new services. Technology should be central to the strategy of every service organization. The research implications, limitations, and future research areas are discussed.
Keywords: technology integration, service technology, service industry, competitive advantage, resource-based view, service-dominant logic, strategic technology management
JEL Classification: M15, M31, O33
To be cited as: Kang, H.-G. (2024) Driving success in the service business: Leveraging technology for operational enhancement and competitive advantage. International Journal of Management Courses, Vol. 26 No 1, pp. 39-46.