The public sector continues to be under intense pressure to improve its innovation performance. Consequently, stakeholders are calling for more empirical studies on the antecedents of innovation, especially from a developing country’s perspective. Motivated by this call, we investigate the impact of institutional creativity and institutional innovation capacity on public innovation performance in the context of Ghana. Key to our model is that, institutional creativity and institutional innovation capacity are also enabled by inter-agency collaborations, institutional leadership, and stakeholder pressure. The partial least squares structural equation model is employed to estimate the survey responses of 195 respondents from fifty public sector institutions. The empirical analysis confirms that organizational creativity has a positive and significant impact on innovation performance, innovation capacity has a negative and insignificant impact on innovation performance, and inter-agency collaboration and institutional leadership contribute positively to institutional creativity and innovation capacity. However, stakeholder pressure negatively impacts both institutional creativity and innovation performance. This study contributes to knowledge on the antecedents of public innovation performance from a developing country’s perspective. It also advances theories on public innovation performance.

For decades, E-government has been integrated into the governance aspect of developed and developing economies. Its adoption enabled public officials and agencies to discharge their functions and make data-driven decisions in an equitable and timely manner. Literature however is limited in terms of explaining the cognitive and attitudinal factors that contribute to the adoption and utilization of e-government systems and platforms. This study contributes to the ongoing discussions by means of exploring behavioral factors that could influence individuals’ attitudes and behavior toward e-government adoption. The study utilized the theory of planned behavior to assess the psychological and cognitive influencers that elicit the attitude and behavior of employees toward the use of the new technology. The case study was conducted among the public sector institutions in Ghana. The structural model connecting the variables in the study was examined using Partial Least Squares (PLS) Structural Equation Model (SEM) techniques. Findings from the study indicate that subjective norms and attitudes have a significant effect on individuals’ behavioral intentions. However, perceived behavioral control was found not to have a significant effect on the behavioral intentions of employees as suggested by previous studies. Although the findings contribute to theory by elucidating which components of the theory of planned behavior truly impact individuals’ attitudes and mental models, it pays limited attention to the role of cultural dynamics and how it can influence the behavioral intentions of individuals. This can be addressed in future studies.

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Abstract.Customer service plays an essential role in firm performance. In this perspective, customer service process should be constantly improved to meet the expectations of customers. Despite the essence of customer satisfaction and its relations to organizational performance firms still fails to satisfy its entire customer segments. This study examines how the interaction between service innovation and total quality management can contribute to customer satisfaction. The study proposes a framework that seeks to aid firms on how to develop and implement quality customer service for its customers. This model takes into consideration the perceived expectation of customers in relation to value and quality.

This study examined the relationship between risk communication and review process and the entire risk management process in micro payment system. An empirical study was conducted into this phenomenon. Questionnaire was used to collect data from key informants within the micro payment industries. In all a total of 120 respondents was used. Furthermore, Pearson correlation and Linear regression analysis was conducted to test the hypotheses stated for this study. According to the statistical finding of this study is proved that information dissemination between providers and clients contributed significantly to risk mitigation and reduction. Also risk communication process coupled with a review process enabled firms to deal with ineffective strategies and practices.

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