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Innovation readiness in public sector service delivery: An exploration

Ojiako, Udechukwu; AlRaeesi, Eman Jasim Hussain; Chipulu, Maxwell; Marshall, Alasdair; Bashir, Hamdi


Udechukwu Ojiako

Eman Jasim Hussain AlRaeesi

Alasdair Marshall

Hamdi Bashir


We set out in this study to examine the mechanisms (specific knowledge management practices) required to operationalize service innovation readiness within public sector service delivery. Data is obtained from 150 service delivery managers drawn from public sector service organizations within the emirate of Sharjah. Sampling is undertaking utilizing a 38 factor knowledge management-focused service innovation readiness questionnaire developed from the literature. Analysis of the data is via variable ranking and multidimensional scaling (MDS). The findings of the study suggest the existence of four knowledge management-based imperatives which are construed as managerial mechanisms for public sector service innovation readiness. These are (i) ‘Knowledge core competence’ (knowledge as a key strategic asset) (ii) ‘Organizational structure’ (internal patterns of organizational communication, authority and relationships) (iii) ‘Responsiveness to change’ (propensity to engage in both purposeful and timely behavioral change in response to modulating stimuli), and (iv) ‘Innovativeness’ (relative earliness in adopting innovation). The findings lead to a service innovation readiness typology which is oriented towards ensuring that public sector entities are able to effectively and efficiently deliver innovative services that meet both operational mandates and national visions of service expectations.

Journal Article Type Article
Acceptance Date May 31, 2022
Online Publication Date Jun 21, 2022
Publication Date 2024
Deposit Date Jun 13, 2022
Publicly Available Date Jun 22, 2023
Journal Production Planning & Control
Print ISSN 0953-7287
Electronic ISSN 1366-5871
Publisher Taylor & Francis
Peer Reviewed Peer Reviewed
Volume 35
Issue 5
Pages 437-460
Keywords Public Services; Innovation; Readiness; Knowledge Management
Public URL


Innovation Readiness In Public Sector Service Delivery: An Exploration (accepted version) (866 Kb)

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