Biometrics: the next frontier in service excellence, productivity and security in the service sector

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.

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.

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.

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.

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.

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.