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

Hannah Snyder; Lars Witell; Anders Gustafsson; Paul Fombelle; Per Kristensson

doi:10.1016/j.jbusres.2016.01.009

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

Hannah Snyder, Lars Witell^*, Anders Gustafsson, Paul Fombelle, Per Kristensson

^*Corresponding author for this work

Marketing, Helsinki

Research output: Contribution to journal › Review Article › peer-review

275 Citations (Scopus)

Abstract

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.

Original language	English
Peer-reviewed scientific journal	Journal of Business Research
Volume	69
Issue number	7
Pages (from-to)	2401-2408
Number of pages	8
ISSN	0148-2963
DOIs	https://doi.org/10.1016/j.jbusres.2016.01.009
Publication status	Published - 01.07.2016
MoE publication type	A2 Review article in a scientific journal

Keywords

512 Business and Management
Incremental
Literature review
Radical
Service innovation
Value co-creation

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1016/j.jbusres.2016.01.009

OpenUrl availability

Full text

Cite this

@article{41ffea93415d49018f8d88963cec9f5a,

title = "Identifying categories of service innovation: A review and synthesis of the literature",

abstract = "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.",

keywords = "512 Business and Management, Incremental, Literature review, Radical, Service innovation, Value co-creation",

author = "Hannah Snyder and Lars Witell and Anders Gustafsson and Paul Fombelle and Per Kristensson",

year = "2016",

month = jul,

day = "1",

doi = "10.1016/j.jbusres.2016.01.009",

language = "English",

volume = "69",

pages = "2401--2408",

journal = "Journal of Business Research",

issn = "0148-2963",

publisher = "Elsevier",

number = "7",

}

TY - JOUR

T1 - Identifying categories of service innovation

T2 - A review and synthesis of the literature

AU - Snyder, Hannah

AU - Witell, Lars

AU - Gustafsson, Anders

AU - Fombelle, Paul

AU - Kristensson, Per

PY - 2016/7/1

Y1 - 2016/7/1

N2 - 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.

AB - 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.

KW - 512 Business and Management

KW - Incremental

KW - Literature review

KW - Radical

KW - Service innovation

KW - Value co-creation

UR - http://www.scopus.com/inward/record.url?scp=84962086340&partnerID=8YFLogxK

U2 - 10.1016/j.jbusres.2016.01.009

DO - 10.1016/j.jbusres.2016.01.009

M3 - Review Article

AN - SCOPUS:84962086340

SN - 0148-2963

VL - 69

SP - 2401

EP - 2408

JO - Journal of Business Research

JF - Journal of Business Research

IS - 7

ER -

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

Abstract

Keywords

UN SDGs

Access to Document

OpenUrl availability

Other files and links

Fingerprint

Cite this