Service innovation dynamic capabilities framework : a case of water utilities in South Africa

Abstract

ENGLISH : South African water utilities’ capability to provide high-quality drinking water service is deteriorating, and the country faces a significant problem with continuous water supply because of rising water demand caused by high population growth, industrialisation, and agricultural activities. A quantitative methodology was used to collect and analyse data. Then a framework for service innovation’s dynamic capabilities was developed to address the deteriorating service capabilities in South African water utilities. The study's contribution is this framework, which integrates ordinary capabilities, managerial dynamic capabilities, service innovation capability, and new and emerging technological concepts to address the water supply problem.

AFRIKAANS : Suid-Afrikaanse waternutsdienste se vermoë om hoëgehalte-drinkwater te verskaf het versleg, en die land staar ’n beduidende uitdaging van deurlopende watervoorsiening in die gesig as gevolg van ’n stygende vraag na water wat veroorsaak word deur hoë bevolkingsgroei, industrialisasie en landbou-aktiwiteite. ’n Kwantitatiewe metodologie is gebruik om die data in te samel en te ontleed, en daarna is die diensinnovasie-dinamiese vermoënsraamwerk ontwikkel om die verswakkende diensvermoëns in Suid-Afrikaanse waternutse aan te spreek. Die studie se bydrae is die raamwerk wat die gewone vermoëns, bestuursdinamiese vermoëns, diensinnovasievermoë en nuwe en opkomende tegnologiese konsepte integreer om die verswakkende diensvermoëns aan te spreek.