Communication and Service Innovation in Small and Medium Enterprises (SMEs)

Abstract

Service innovation is a new or improved service product or service process that is based on technology. In Malaysia, service innovation is recognized as the main drivers who contribute to economic growth of the country. The discussion has not explicitly provided a structural connection between communication and service innovation. Many considered communication underpinned the organizational values and culture that lead for the innovation, yet it still unclear and more exploration required. Therefore, this paper attempts to provide a detailed discussion on the influence of communication on service innovation and the constraint in the implementation of service innovation in SMEs.