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Defining service innovation: A review and synthesis
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linköping University.ORCID iD: 0000-0002-6589-8662
Linköping University.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Norway.ORCID iD: 0000-0001-8278-1442
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2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, 2863-2872 p.Article in journal (Refereed) PublishedText
Abstract [en]

Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

Place, publisher, year, edition, pages
Elsevier, 2016. Vol. 69, no 8, 2863-2872 p.
National Category
Business Administration
Research subject
Business Administration
URN: urn:nbn:se:kau:diva-42335DOI: 10.1016/j.jbusres.2015.12.055ISI: 000377726600026ScopusID: 2-s2.0-84955238016OAI: diva2:933918
Available from: 2016-06-07 Created: 2016-05-23 Last updated: 2016-11-29Bibliographically approved

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Witell, LarsGustafsson, AndersKristensson, Per
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