Journal
JOURNAL OF BUSINESS RESEARCH
Volume 69, Issue 7, Pages 2401-2408Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2016.01.009
Keywords
Service innovation; Radical; Incremental; Value co-creation; Literature review
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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. (C) 2016 Elsevier Inc. All rights reserved.
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