Exploring the drivers of service innovations in private security organisations

Abstract

Private Security organisations are confronted with huge competition in rendering services to customers in the market. The purpose of this study was to investigate the drivers of service innovations in private security organisations. Complex adaptive theory (CAT) was used to answer research questions, and a qualitative research method was followed to achieve the research objective. In-depth interviews were conducted with senior managers in private security organisations to collect primary data. The primary data were analysed using a content analysis method with the aid of Atlas.ti version 8. The results of this study revealed that competition, sophisticated criminal tactics, rapid technological changes and customers’ changing needs are the key drivers of service innovations in private security organisations. This paper provides recommendations to key stakeholders and directions for future research on the topic.