Innovative Service Delivery in Public Sector: An Empirical Assessment in Bahraini Public Organizations

Abstract

This research paper addresses the issue of innovation within the public sector. However virtually all organizations in general and service organizations in particular talk about innovation, and the importance of “doing” innovation, many actually try to “do it”, and only few actually succeed in doing it.  Therefore measuring innovation in service organizations is very difficult task to perform. This research paper aim is to assess innovative service delivery in Bahrain’ public sector and in order to achieve this aim, a  400 top, middle level managers and supervisors  are surveyed  through utilizing  and testing a Staged Service innovation model created by Song et al. (2009). This model is relating new product development (NPD) process; the five service innovation stages to proficiency of pre-launch service quality training programs. The empirical research results revealed that there is an impact relationship between the proficiency of new service development stage, proficiency of pre-launch service training and the service performance. Furthermore the research results provide new insights for public managers in order to enhance and improve service quality within their organizations by carrying out prelaunch training programs that will lead to more successful service innovation.

Keywords: Innovative Service, Empirical Assessment, Public Organizations