Identifying the Determinant Factors of EService Innovations: A Qualitative MetaSynthesis

Recently, significant technological changes, greater customer demand and the rise of new business models have triggered a rapid increase in electronic service (eservice) innovations. Now, innovation in the provision of eservices 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 eservices. The purpose of this study is to provide a comprehensive framework that integrates the multiple factors of eservice innovation. Using the qualitative metasynthesis research method and after a systematic review of the literature and examination of 61 articles, all factors needed for innovation in eservices have been identified and classified in 4 capabilities, 9 concepts, and 30 codes. The results show that eservice innovation depends on networking, informational, operational and supporting, and strategic capabilities. These capabilities create the required platform for innovation in eservices in the organization. This study contributes to current eservice researches by offering theoretical advances related to innovation in eservices. Furthermore, the capabilities, concepts, and codes identified in this study would be useful as a comprehensive conceptual framework for developers of eservice innovation to plan and evaluate their related initiatives.