Yap, Choy Yee (2025) Establishing Business Model Innovation Framework for Business Sustainability: A Case Study on ICT Reseller SMEs in Malaysia. Doctoral thesis, University of Wales Trinity Saint David.
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Abstract
In today’s digital age, businesses are compelled to adapt through digital transformation and innovation, particularly in the ICT industry. The COVID-19 pandemic has accelerated the need for businesses, including ICT resellers, to innovate their business models to stay competitive. In Malaysia, ICT reseller SMEs play a crucial role in supplying technology to end customers, yet they face challenges from market competition, technological disruptions, and evolving customer needs. Despite extensive research on business models and innovation, the specific challenges and sustainability needs of ICT reseller SMEs in Malaysia remain underexplored, highlighting a critical gap in understanding how these middle-layer channels can adapt and thrive. This study aims to develop a BMI framework tailored to ICT reseller SMEs in Malaysia by identifying the challenges they face, the fundamental elements of BMI contributing to business sustainability, and providing a strategic framework for redefining what helps the companies create, deliver, and capture value in their operations. Using a qualitative multiple case study approach, this research gathered insights from ICT reseller SMEs headquartered in Kuala Lumpur, all of which had been operating since before the 2019 pandemic and had successfully navigated its challenges. Data was collected through face-to-face, semi-structured interviews and supplemented by a review of literature, news, and reports. The interviews were transcribed verbatim, and the data was analysed using Atlas.ti 9.0 to identify key themes related to business sustainability. The findings reveal the key challenges and various business sustainability initiatives linked to market dynamics and competition, technological trends, evolving customer and market needs, and operational inefficiencies. Through a deeper analysis, four key elements emerge as crucial for sustaining business growth: resource management, stakeholder management, strategic innovation and dynamic capabilities. The study also examined how SMEs apply dynamic capabilities-recognising opportunities, revitalising capabilities, and responding with agility, growth, and resilience—to adapt to an ever-changing business environment. The proposed BMI framework emphasises a structured approach integrating resource and stakeholder management with strategic innovation and dynamic capabilities. It highlights the importance of aligning resources with stakeholder management to ensure sustained growth. Strategic innovation keeps business competitive, while stakeholder management fosters value creation and long-term partnerships. Together, these elements create a responsive model that adapts to current market needs. This study aims to provide practical strategic decision-making guidance for ICT reseller SMEs and expands the BMI literature. The findings offer valuable insights for policymakers, industry leaders, SME owners, and stakeholders in fostering long-term sustainable growth. Future research is recommended to validate the framework through quantitative methods and explore its applicability in different industries.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Theses and Dissertations > Doctoral Theses |
| Depositing User: | Victoria Hankinson |
| Date Deposited: | 13 Jun 2025 08:33 |
| Last Modified: | 13 Jun 2025 08:33 |
| URI: | https://repository.uwtsd.ac.uk/id/eprint/3766 |
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