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

详细信息    查看全文

• 作者：Hannah Snyder^a ; ^b ; ^{hannah.snyder@liu.se" class="auth_mail" title="E-mail the corresponding author} ; Lars Witell^c ; ^d ; ^{lars.witell@liu.se" class="auth_mail" title="E-mail the corresponding author} ; Anders Gustafsson^d ; ^e ; ^{anders.gustafsson@kau.se" class="auth_mail" title="E-mail the corresponding author} ; Paul Fombelle^f ; ^{p.fombelle@neu.edu" class="auth_mail" title="E-mail the corresponding author} ; Per Kristensson^d ; ^{per.kristensson@kau.se" class="auth_mail" title="E-mail the corresponding author}
• 关键词：Service innovation ; Radical ; Incremental ; Value co-creation ; Literature review
• 刊名：Journal of Business Research
• 出版年：2016
• 出版时间：July 2016
• 年：2016
• 卷：69
• 期：7
• 页码：2401-2408
• 全文大小：361 K

文摘

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.