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The Service Innovation Challenge

Roberta Sebastiani
Published 2015 · Engineering

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progressively affecting their economic growth because of the critical influence of services on GDPs (Figure 1). By the 2013 services accounted for almost three-fourths of world GDP, up from about half in the 1980s and the trend is still rising. Service innovation appears to be an explanation and a key driver for this growth since it aims at creating new value through service design and delivery as well as new business models. Service innovation is a multidimensional construct that in today’s service-centered economy has been the objective of a growing consideration both from researchers and practitioners (Ordanini and Parasuraman, 2011). Early approaches at service innovation, fostered by the emergence of the industrial innovation theory in economics, emphasized the centrality of technological development and scientific improvements also in the case of services: technology-driven innovation and consequent efficiency gains are still founding arguments in services innovation literature, a major topic in service diffusion, development and sustainability (Gallouj and Savona, 2009). Nevertheless, as Gallouj and Weinstein pointed out, non-technological service-oriented innovation studies acknowledge that “innovation can exist where the ‘technologist gaze’ perceives nothing” (1997: 538). This is the THE SERVICE INNOVATION CHALLENGE
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