Service Innovation Dynamic Capabilities Framework: A Case of Water Utilities in South Africa

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 quant...

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Bibliographic Details
Published in:South African Journal of Industrial Engineering Vol. 36; no. 2; pp. 47 - 61
Main Authors: Shabangu, L., Letaba, P.
Format: Journal Article
Language:English
Published: Bedfordview South African Institute of Industrial Engineers (SAIIE) 01.08.2025
South African Institute for Industrial Engineering
Subjects:
Consumers
Customer services
Drinking water
Empowerment
Innovations
Literature reviews
Population growth
Quality of service
Water demand
Water supply
Water utilities
South Africa
ISSN:1012-277X, 2224-7890, 2224-7890
Online Access:Get full text
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Summary: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.
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ISSN:1012-277X
2224-7890
2224-7890
DOI:10.7166/36-2-3116