| dc.description.abstract | This research explored the stages of service innovation within the telecommunications
industry, specifically examining PT Telkom Indonesia Datel Temanggung. Using a
qualitative approach that included observation and interviews with five employees, the
research identified a six-stage process for service innovation: opportunity
identification, idea management, concept development, pilot test, launch, and learning.
The results highlighted significant challenges faced during the innovation process and
emphasized the importance of customer involvement. Additionally, service innovation
at PT Telkom had crucial managerial implications, requiring careful evaluation to
ensure profitability and customer satisfaction. Managers must navigate the innovation
timeline to balance stakeholder impact and avoid employee burnout. Phased rollouts
and targeted marketing were recommended strategies to keep customers informed and
engaged throughout the innovation process. | en_US |
