Service Innovation and Performance of Telecommunication Firms in FCT, Abuja

Daniel Idoko Anyebe, Umar Mustapha Zubairu


Purpose: The current study conducts a literature review on service innovation and firm performance in telecoms with a view to develop a synthesis of commentaries on the concept, theoretical underpinnings and empirical evidences from previous studies as a planning phase or guide for future research.

Methodology: A literature review approach was adopted to identify commentaries on service innovation and performance in service centric firms through a meticulous synthesis of information gotten from the articles adopted in the study.

Findings:  The findings of this study provides recent update on service innovation and performance of firms in telecoms, following the phenomenal growth and contributions of Information and Communication Technology [ICT] in global economies, with the primary focus of the review on demystifying the concept, dimensions, indicators, theories and empirical evidences. Three [3] major gaps in literature emphasizing geographical spread, methodology and scanty discourse on service centric firms were identified as justification that would permit further empirical tests.

Research limitations: The review to a large extent focuses on service centric firms particularly those in telecoms. This limits generalization of the review to other industry and contexts.

Practical implications: The several revelations of this study would look to guide future studies on the course of service innovation and performance of firms in telecom bearing in mind the specificities in the sector.

Originality/value: This study addresses the daunting task of focusing on service-oriented innovations and firm performance in the service industry through its inclination to the demarcation perspective in examining telecommunication firms.


Service Innovation, Firm Performance, Telecommunication Firms, New Service Offering, New Service Delivery Method

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