Online citations, reference lists, and bibliographies.

Defining Service Innovation: A Review And Synthesis

Lars Witell, H. Snyder, A. Gustafsson, Paul Fombelle, Per Kristensson
Published 2016 · Economics

Cite This
Download PDF
Analyze on Scholarcy
Share
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.
This paper references
10.1016/0048-7333(86)90012-0
Towards a theory of innovation in services
R. Barras (1986)
10.1007/978-3-642-32054-5_80
The impacts of network competence, knowledge sharing on service innovation performance: Moderating role of relationship quality
Zhaoquan Jian (2013)
10.1111/JPIM.12283
New service development
W. G. Biemans (2016)
10.1016/J.INDMARMAN.2011.10.009
Towards a model of dynamic capabilities in innovation-based competitive strategy : insights from project-oriented service firms
Sandeep Salunke (2011)
10.1007/978-1-4615-4425-8_5
Innovation, Measurement and Services: the new problematique
R. Coombs (2000)
Fundamental change in services that represent revolutionary changes in technology or service benefits.
Lin (2010)
Service innovation and the proximity-concentration trade-off model of trade and FDI
Castellacci Fulvio (2011)
10.1016/J.JBUSRES.2011.01.015
Competitive advantage through service differentiation by manufacturing companies
Heiko Gebauer (2011)
10.1111/J.1468-2958.2002.TB00826.X
Content Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability
M. Lombard (2002)
10.1111/j.1540-5915.2009.00236.x
Dynamic Capability Building in Service Value Networks for Achieving Service Innovation
R. Agarwal (2009)
10.1177/1094670509357611
Moving Forward and Making a Difference: Research Priorities for the Science of Service
Amy L. Ostrom (2010)
10.1504/IJSTM.2011.041977
The effects of market orientation on new service performance: the mediating role of innovation
C. Cheng (2011)
10.1016/J.TECHNOVATION.2007.06.002
Innovation, productivity and growth in US business services: a firm-level analysis
M. A. Mansury (2008)
10.1016/J.RESPOL.2005.03.002
Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies
C. Hipp (2005)
10.1080/02642069700000028
Management of Innovation in Services
Jon Sundbo (1997)
10.5860/choice.44-5684
The Text Mining Handbook - Advanced Approaches in Analyzing Unstructured Data
R. Feldman (2006)
Service Experience in an Innovation Context
Anu Helkkula (2010)
10.1108/09564230910952744
Innovation in services: present findings, and future pathways
H. Droege (2009)
10.1016/J.RESPOL.2011.05.016
Openness, knowledge, innovation and growth in UK business services
J. Love (2011)
10.1111/J.1540-5885.2012.00944.X
New Service Development: An Analysis of 27 Years of Research
P. Papastathopoulou (2012)
10.2307/2393481
Innovation and creativity at work : psychological and organizational strategies
M. West (1992)
10.1111/JPIM.12283
Perspective: New Service Development: How the Field Developed, Its Current Status and Recommendations for Moving the Field Forward
W. G. Biemans (2016)
Analyzing Unstructured Data from Presidential Debates Using SAS Text Mining
Waal (2016)
10.1108/01443570710750268
Innovation types and innovation management practices in service companies
A. Oke (2007)
10.1097/HMR.0b013e31829d534c
The impact of health care professionals’ service orientation on patients’ innovative behavior
Hannemann-Weber Henrike (2014)
10.1016/J.JBUSRES.2013.03.025
Commentary on “The role of innovation in driving the economy: Lessons from the global financial crisis”
Evert Gummesson (2014)
10.1080/02642060903576084
Measuring innovation in a ‘low-tech’ service industry: the case of the Dutch hospitality industry
P. Hertog (2011)
Service innovation in manufacturing firms
K. Malik (2007)
Development of a stemming algorithm
J. B. Lovins (1968)
10.1016/S0272-6963(01)00091-2
New service development: areas for exploitation and exploration
L. J. Menor (2002)
10.1108/08876041211257927
Market‐creating service innovation: verification and its associations with new service development and customer involvement
C. Cheng (2012)
10.1007/S11747-013-0365-2
Exploring value propositions and service innovation: a service-dominant logic study
Per Skålén (2015)
10.1509/jmkg.75.4.136
A Framework for Conceptual Contributions in Marketing
Deborah J. MacInnis (2011)
10.1177/0266382108098059
Catalyzing innovation and knowledge sharing
John G. Cullen (2008)
10.1108/IMDS-10-2013-0434
Enabling innovative ability: knowledge sharing as a mediator
Yen-Ku Kuo (2014)
10.1016/J.RESPOL.2003.07.004
Identifying innovation in surveys of services: A Schumpeterian perspective
Ina Drejer (2004)
10.1108/MBE-10-2013-0049
Incentives and performance measures for open innovation practices
Karl Joachim Breunig (2014)
products more attractive to consumers.
Gebauer (2008)
10.1007/S13132-014-0183-X
The DNA of Tourism Service Innovation: A Quadruple Helix Approach
P. Björk (2014)
10.1080/10438590600918602
Identifying Neo-Schumpeterian Innovation in Service Firms: A Conceptual Essay with a Novel Classification
M. Flikkema (2007)
10.1260/175722209787951224
Democratizing innovation: The evolving phenomenon of user innovation
E. Hippel (2009)
10.1108/14714171111124158
Maintenance contractors acting as service innovators
A. Straub (2011)
10.3115/1628960.1628980
Centrality Measures in Text Mining: Prediction of Noun Phrases that Appear in Abstracts
Z. Xie (2005)
10.1080/00343400903401568
Service Innovation, Embeddedness and Business Performance: Evidence from Northern Ireland
J. Love (2010)
10.1080/15475770903028621
Innovation Propensity of Multinational Firms in the Service Sector
Luísa Carvalho (2010)
10.1016/0048-7333(84)90018-0
Sectoral Patterns of Technical Change : Towards a Taxonomy and a Theory : Research Policy
K. Pavitt (1984)
10.1108/MSQ-03-2013-0044
Creativity for service innovation: a practice-based perspective
Eleni Giannopoulou (2014)
Theories of economic development and growth
Y. Brenner (1967)
10.1080/13662710500087891
Do Services Innovate (Differently)? Insights from the European Innobarometer Survey
B. Tether (2005)
Service innovation "The creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways
Skålén (2014)
10.1016/J.TECHNOVATION.2011.08.006
Service innovation in manufacturing firms: Evidence from Spain
L. Santamaría (2012)
10.1080/02642060902822109
Dynamics of experience service innovation: innovation as a guided activity – results from a Danish survey
L. Fuglsang (2011)
10.1504/IJSTM.2012.052857
An empirical study on the relationship between service innovation and firm performance based on revised SPC model: evidence from China's communication industry
L. Lin (2012)
10.1016/J.RESPOL.2007.12.011
A neo-Schumpeterian model of health services innovation
P. Windrum (2008)
Innovation in the Service Economy: The New Wealth of Nations
Faïz Gallouj (2002)
10.1111/1468-0289.00053
Towards an Historical Model of Services Innovation: The Case of the Insurance Industry, 1700–1914
R. Pearson (1997)
The impact of health care professionals’ service orientation on patients’ innovative behavior: Health
Henrike (2014)
10.1111/1467-8551.00375
Towards a Methodology for Developing Evidence-Informed Management Knowledge by Means of Systematic Review
D. Tranfield (2003)
10.1177/1938965512448176
Strategies for the Implementation of Service Innovations
Cathy A. Enz (2012)
Innovation “The purposeful and organized search for changes, and the systematic analysis of the opportunities such changes might offer for economic or social innovation.
Chan (1998)
Innovation and Entrepreneurship
J. Bessant (2007)
10.1016/J.INTMAR.2010.02.001
Opportunities for innovation in the delivery of interactive retail services
Leonard L. Berry (2010)
10.1007/S11628-012-0140-3
The moderating effect of innovation protection mechanisms on the competitiveness of service firms
Insu Cho (2012)
10.1080/02642069.2013.780044
The evolution of service innovation research: a critical review and synthesis
Per Carlborg (2014)
10.1108/09604520810885626
Innovation of product-related services
Heiko Gebauer (2008)
10.1080/02642060902749492
Emergence of innovations in services
M. Toivonen (2009)
10.1177/0092070303031003011
The dangers of poor construct conceptualization
S. MacKenzie (2003)
10.1007/S00191-008-0126-4
Innovation in services: a review of the debate and a research agenda
Faïz Gallouj (2008)
10.1016/S0048-7333(97)00030-9
Innovation in services
Faïz Gallouj (1997)
10.1016/S0040-1625(00)00091-3
Internationalization of services: A technological perspective
M. Miozzo (1999)
10.1177/1094670509338619
Service Delivery Innovation
J. Chen (2009)
10.1080/02642069.2013.740462
Does innovativeness of knowledge-intensive business services differ from other industries?
J. Ferreira (2013)
10.1509/jmr.10.0426
Service Innovativeness and Firm Value
Thomas Dotzel (2013)
10.1108/02635571011008434
Customer relationship management and innovation capability: an empirical study
R. Lin (2010)
10.1016/S0956-5221(00)00040-3
Realizing innovation in services
W. V. D. Aa (2002)
10.25300/MISQ/2015/39.1.07
Service Innovation: A Service-Dominant Logic Perspective
R. Lusch (2015)
Psychological and Organizational Strategies
New York John Wiley (2008)
10.1080/02642069800000021
Service Innovation in Hong Kong: Attitudes and Practice
A. Chan (1998)
10.1080/10438590000000008
Sectoral Patterns Of Technological Change In Services
R. Evangelista (2000)
10.1108/09564231011039277
Measuring innovation competencies for integrated services in the communications industry
Hsien‐Tang Ko (2010)
10.1080/14719037.2012.707681
Risk and Innovation
L. Brown (2012)
10.1108/09564239510091321
New modes of innovation: How services benefit industry
J. Gadrey (1995)
10.2307/41166445
Service-Logic Innovations: How to Innovate Customers, Not Products
S. Michel (2008)
10.1177/1094670510385332
Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis
A. Ordanini (2011)



This paper is referenced by
10.1108/CMS-03-2017-0045
Linking service innovation to firm performance
Markus Chiahan Tsai (2017)
What is stopping Norwegian firms from innovating their business models? : towards a business model perspective on innovation
Krysta Alexa Singh (2016)
10.1016/J.JBUSRES.2019.02.019
The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers
A. Johansson (2019)
Innovation process in research and development service firms : the case of the UK
Xiuqin Li (2017)
Service Delivery Innovation in Health Sector - Micro-Hospital
Arzoo Atiq (2019)
10.2139/ssrn.2901529
The Economic Performance of Innovations in a Collaborative Setting: The Case of KIBS Firms
Anna Cabigiosu (2016)
10.1177/1094670520908929
Service Innovation: A New Conceptualization and Path Forward
Anders Gustafsson (2020)
Big Data based Research on Mechanisms of Sharing Economy Restructuring the World
Dingju Zhu (2020)
10.1109/IEEM.2018.8607704
Service Innovation in Retail Industry: What Can We Learn from Target?
Rocky Reynaldo (2018)
10.4337/9781785364860.00007
Service Innovation Research Methods
F. Sørensen (2017)
10.1108/josm-12-2017-0349
How to scale up contact-intensive services: ICT-enabled service innovation
Stefan Kleinschmidt (2019)
10.1007/s11192-016-2186-9
Sleeping Beauties and their princes in innovation studies
Aurora A. C. Teixeira (2016)
10.1002/CJAS.1524
L'innovation dans les services à forte intensité de connaissances (SFIC)†
David Doloreux (2019)
10.1016/J.TRE.2018.08.007
Logistics Service Innovation by Third Party Logistics Providers in China: Aligning Guanxi and Organizational Structure
Zhaofang Chu (2018)
10.1108/JOSM-02-2015-0044
Innovation in service ecosystems: an empirical study of the integration of values, brands, service systems and experience rooms
Kotaiba Abdul Aal (2016)
10.1108/JSM-04-2016-0161
Incremental and radical open service innovation
Per Myhrén (2017)
10.1016/J.DESTUD.2017.11.007
Staging aesthetic disruption through design methods for service innovation
Katarina Wetter-Edman (2017)
Open Service Innovation in Industrial Networks
Per Myhrén (2019)
Exploring e3-value ontology-based service engineering for participatory processes of community development projects
Dennis M. Ochieng (2018)
10.1177/1470593118809794
Service innovation as a social construction: The role of boundary objects
Cristina Mele (2019)
10.1016/J.TMP.2019.03.011
Creativity and innovation in the restaurant sector: supply-side processes and barriers to implementation.
Craig A. Lee (2019)
10.1007/978-3-662-59517-6_5
Service Prototyping: Design Dimensions
Abdul Rahman Abdel Razek (2019)
10.1016/J.IJINFOMGT.2019.05.007
Enabling innovation in the face of uncertainty through IT ambidexterity: A fuzzy set qualitative comparative analysis of industrial service SMEs
Ana Ortiz de Guinea (2020)
10.1111/caim.12383
Service design as an innovation approach in technology startups: a longitudinal multiple case study
Ana Kustrak Korper (2020)
10.1108/IJCTHR-06-2016-0064
Innovation and service experiences in small tourism family firms
Birgit Pikkemaat (2016)
10.1007/S12525-019-00352-Z
Emergence of collective digital innovations through the process of control point driven network reconfiguration and reframing: the case of mobile payment
B. Rukanova (2020)
10.1016/j.respol.2020.103950
The unlikely encounter: Is ethnic diversity in start-ups associated with innovation?
Udo Brixy (2020)
10.1108/JOSM-04-2018-0112
Examining how context change foster service innovation
B. Edvardsson (2018)
10.1177/1094670517746776
Archetypes of Service Innovation
Anu Helkkula (2018)
10.1016/J.IJHM.2018.02.018
Measuring customer perceptions of restaurant innovativeness: Developing and validating a scale
Eojina Kim (2018)
10.1016/J.INDMARMAN.2019.06.008
Service innovation and adoption in industrial markets: An SME perspective
Riza Casidy (2019)
10.1108/IJQSS-11-2017-0100
Service innovation, sustainability and quality meeting city challenges in the age of accelerations
B. Enquist (2018)
See more
Semantic Scholar Logo Some data provided by SemanticScholar