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Exploring dualities of service innovation: Implications for service research
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, Dept Business Adm, Linkoping, Sweden.
Arizona State Univ, WP Carey Sch Business, Tempe, AZ USA.;Arizona State Univ, Ctr Serv Leadership, Tempe, AZ USA..
Univ Auckland, Sch Business, Mkt, Auckland 1, New Zealand..
Magna Graecia Univ Catanzaro, Dept Law Hist Econ & Social Sci, Catanzaro, Italy.;Univ Caxias do Sul, Innovat Management, Caxias Do Sul, Brazil..
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2015 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, no 6-7, 436-441 p.Article in journal (Refereed) PublishedText
Abstract [en]

Purpose - The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach - Through a conceptual model of service innovation research, the authors challenge the "pro-change" bias and explore what can be learnt from the duality of service innovation. Findings - This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt-reject, change-static and good-bad. Originality/value - By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

Place, publisher, year, edition, pages
2015. Vol. 29, no 6-7, 436-441 p.
Keyword [en]
New service development, Service innovation, Failure
National Category
Economics and Business
Research subject
Business Administration
URN: urn:nbn:se:kau:diva-41127DOI: 10.1108/JSM-01-2015-0051ISI: 000369386100004OAI: diva2:914194
Available from: 2016-03-23 Created: 2016-03-23 Last updated: 2016-03-23Bibliographically approved

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Witell, LarsEdvardsson, BoKristensson, Per
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