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

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

*Motsvarande författare för detta arbete

Forskningsoutput: TidskriftsbidragÖversiktsartikelPeer review

144 Citeringar (Scopus)

Sammanfattning

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.

OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftJournal of Business Research
Volym69
Utgåva7
Sidor (från-till)2401-2408
Antal sidor8
ISSN0148-2963
DOI
StatusPublicerad - 01.07.2016
MoE-publikationstypA2 Översiktsartikel i en vetenskaplig tidskrift

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