Identifying categories of service innovation: A review and synthesis of the literature

Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic a...

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Published inJournal of business research Vol. 69; no. 7; pp. 2401 - 2408
Main Authors Snyder, Hannah, Witell, Lars, Gustafsson, Anders, Fombelle, Paul, Kristensson, Per
Format Journal Article
LanguageEnglish
Published New York Elsevier Inc 01.07.2016
Elsevier Sequoia S.A
Subjects
Business Administration
Customer services
Financial performance
Företagsekonomi
Incremental
Innovations
Literature review
Operations research
Radical
Service innovation
Studies
Value co-creation
Literature review
Incremental
Value co-creation
Service innovation
Radical
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Summary:Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance.
ISSN:0148-2963
1873-7978
1873-7978
DOI:10.1016/j.jbusres.2016.01.009