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The Effect of Intellectual Capital and Entrepreneurial Orientation on the Level of Service Innovation in the Retail Chain Pharmacy Industry in Jordan: A case Study of Pharmacy One |
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PP: 17- 31 |
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Author(s) |
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Jamal D. Abu-Doleh,
Wissam S. Homoud,
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Abstract |
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| The aim of the study is to examine effect of intellectual capital and entrepreneurial orientation on the level of
service innovation in Pharmacy One Company which is a retail chain pharmacy in Jordan. The study sample consisted of
64 respondents who are working in Pharmacy One Company. A survey was the main data collection method adopted by
this study. The results indicate that intellectual capital and entrepreneurial orientation positively affect the level of service
innovation. More specifically, intellectual capital represented by human capital, customer capital, and structural capital
have a positive impact on the level of service innovation in Pharmacy One Company. Also results showed that
entrepreneurial orientation represented by innovativeness and proactiveness have a significant positive impact on the level
of service innovation in Pharmacy One Company. On the other hand, risk taking dimensions negatively affect level of
service innovation. Based on the research findings, the authors of this study have recommended that Pharmacy One
company should focus more on the development of skills and abilities of the their employees through establishing tailormade training programs which target to increase productivity and profitability of the company; to keep-up-date with the
latest scientific and technological developments by supporting the research and development department continuously with
all resources needed to perform in a high quality level; to capitalize on practices of building positive relationships with
customers; to establish a reward program of incentives that will empower employees and encourage them to think in an
innovative and productive ways; and finally the authors suggested to build a shared information system that will provide
employees with current, accurate, and up to date information needed to take decisions effectively.
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