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Title: Service providers’ willingness to change as innovation inductor in services : validating a scale
Authors: Moreira, Marina Figueiredo
Guimarães, Tomás de Aquino
Philippe, Jean
Assunto:: Mudança
Inovação em serviços
Mudança - serviços
Desenvolvimento - escalas
Issue Date: 2016
Publisher: ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração
Citation: MOREIRA, Marina Figueiredo; GUIMARAES, Tomás de Aquino; PHILIPPE, Jean. Service providers’ willingness to change as innovation inductor in services: validating a scale. BAR - Brazilian Administration Review, Rio de Janeiro, v. 13, n. 4, e160009, 2016. Disponível em: <>. Acesso em: 18 dez. 2017. Epub Feb 13, 2017. doi:
Abstract: This study explores the willingness of service providers to incorporate changes suggested by clients altering previously planned services during its delivery, hereby named Willingness to Change in Services [WCS]. We apply qualitative research techniques to map seven dimensions related to this phenomenon: Client relationship management; Organizational conditions for change; Software characteristics and development; Conditions affecting teams; Administrative procedures and decision-making conditions; Entrepreneurial behavior; Interaction with supporting organizations. These dimensions have been converted into variables composing a WCS scale later submitted to theoretical and semantic validations. A scale with 26 variables resulted from such procedures was applied on a large survey carried out with 351 typical Brazilian software development service companies operating all over the country. Data from our sample have been submitted to multivariate statistical analysis to provide validation for the scale. After factorial analysis procedures, 24 items have been validated and assigned to three factors representative of WCS: Organizational Routines and Values - 12 variables; Organizational Structure for Change - 6 variables; and Service Specificities - 6 variables. As future contributions, we expect to see further testing for the WCS scale on alternative service activities to provide evidence about its limits and contributions to general service innovation theory.
Licença:: BAR - Brazilian Administration Review - This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0). Fonte: Acesso em: 18 dez. 2017.
Appears in Collections:ADM - Artigos publicados em periódicos

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