Identifying the Determinant Factors of E-Service Innovations: A Qualitative Meta-Synthesis

Document Type : Research Paper


1 Assistant Professor, Faculty of Management and Accounting, College of Farabi, University of Tehran, Qom, Iran.

2 Assistant Professor, Department of Management, Hazrat-e Masoumeh University (HMU), Qom, Iran.

3 PhD Candidate, Faculty of Management and Accounting, College of Farabi, University of Tehran, Qom, Iran.


Recently, significant technological changes, greater customer demand and the rise of new business models have triggered a rapid increase in electronic service (e-service) innovations. Now, innovation in the provision of e-services has become one of the priorities of managers in order to gain a competitive advantage. However, few studies so far have explored the determinant factors needed in the organization in order to innovate and implement e-services. The purpose of this study is to provide a comprehensive framework that integrates the multiple factors of e-service innovation. Using the qualitative meta-synthesis research method and after a systematic review of the literature and examination of 61 articles, all factors needed for innovation in e-services have been identified and classified in 4 capabilities, 9 concepts, and 30 codes. The results show that e-service innovation depends on networking, informational, operational and supporting, and strategic capabilities. These capabilities create the required platform for innovation in e-services in the organization. This study contributes to current e-service researches by offering theoretical advances related to innovation in e-services. Furthermore, the capabilities, concepts, and codes identified in this study would be useful as a comprehensive conceptual framework for developers of e-service innovation to plan and evaluate their related initiatives.


Main Subjects

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