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Identifying categories of service innovation: A review and synthesis of the literature
Linkoping Univ, Logist & Qual Management, S-58183 Linkoping, Sweden.;Linkoping Univ, HELIX Vinn Excellence Ctr, S-58183 Linkoping, Sweden..
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.ORCID iD: 0000-0002-6589-8662
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.ORCID iD: 0000-0001-8278-1442
Northeastern Univ, DAmore McKim Sch Business, Boston, MA USA..
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2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2401-2408Article, review/survey (Refereed) Published
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Abstract [en]

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. 

Place, publisher, year, edition, pages
2016. Vol. 69, no 7, p. 2401-2408
Keywords [en]
Service innovation, Radical, Incremental, Value co-creation, Literature review
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-42618DOI: 10.1016/j.jbusres.2016.01.009ISI: 000375812300010OAI: oai:DiVA.org:kau-42618DiVA, id: diva2:933220
Available from: 2016-06-03 Created: 2016-06-03 Last updated: 2019-07-12Bibliographically approved

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Witell, LarsGustafsson, AndersKristensson, Per

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