Please use this identifier to cite or link to this item: https://doi.org/10.1108/09604520610639937
DC FieldValue
dc.titleBiometrics: The next frontier in service excellence, productivity and security in the service sector
dc.contributor.authorHeracleous, L.
dc.contributor.authorWirtz, J.
dc.date.accessioned2013-10-09T02:46:33Z
dc.date.available2013-10-09T02:46:33Z
dc.date.issued2006
dc.identifier.citationHeracleous, L.,Wirtz, J. (2006). Biometrics: The next frontier in service excellence, productivity and security in the service sector. Managing Service Quality 16 (1) : 12-22. ScholarBank@NUS Repository. <a href="https://doi.org/10.1108/09604520610639937" target="_blank">https://doi.org/10.1108/09604520610639937</a>
dc.identifier.issn09604529
dc.identifier.urihttp://scholarbank.nus.edu.sg/handle/10635/43837
dc.description.abstractPurpose- To explore the potential role of biometric technologies in driving service excellence, productivity and security in the service sector, and their role in fostering sustainable competitive advantage. Design/methodology/approach - This paper used a case study approach involving 16 in-depth interviews with executives at Singapore Airlines and the Civil Aviation Authority of Singapore on their use of biometrics technologies with focus on the Fully Automated Seamless Travel project. Findings - The potential for innovative technologies to foster sustainable competitive advantage can be assessed in terms of their potential impact on customer experience, as well as the extent to which their implementation involves significant business process reconfigurations that are hard to imitate by competitors. Research limitations/implications - With regard to limitations, this research is based on an in-depth study of a single case of biometrics implementation. More cases need to be examined to enhance the validity of the findings. Research implications relate to evaluation of new technologies from the perspective of achieving competitive advantage, outline of dimensions of strategic alignment, and discussion of competencies and processes fostering strategic innovation. Practical implications - The findings provide a new framework for evaluating innovative technologies in terms of their potential for enabling an integrative strategy of differentiation and cost leadership; highlight the importance of strategic alignment; and outline competencies fostering strategic innovation. Originality/value - This paper is one of the first exploring the role of biometric technologies in service delivery; addresses the strategic implications of implementation; and concludes in terms of broader strategic principles. © Emerald Group Publishing Limited.
dc.description.urihttp://libproxy1.nus.edu.sg/login?url=http://dx.doi.org/10.1108/09604520610639937
dc.sourceScopus
dc.subjectAirlines
dc.subjectService delivery
dc.subjectSingapore
dc.subjectStrategic alignment
dc.typeArticle
dc.contributor.departmentMARKETING
dc.description.doi10.1108/09604520610639937
dc.description.sourcetitleManaging Service Quality
dc.description.volume16
dc.description.issue1
dc.description.page12-22
dc.identifier.isiutNOT_IN_WOS
Appears in Collections:Staff Publications

Show simple item record
Files in This Item:
There are no files associated with this item.

SCOPUSTM   
Citations

24
checked on Jan 21, 2022

Page view(s)

236
checked on Jan 20, 2022

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.