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  4. Service innovation: why is it so difficult to accomplish?
 
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Service innovation: why is it so difficult to accomplish?

Journal
Journal of Business Strategy
ISSN
0275-6668
ISSN-Digital
2052-1197
Type
journal article
Date Issued
2011-04-19
Author(s)
Dörner, Nadin  
Gassmann, Oliver  
Gebauer, Heiko
DOI
10.1108/02756661111121983
Abstract
This article discusses the common factors and hindrances of service innovation. Our purpose is to add a managerial perspective on service innovation.

Multiple case studies on international firms that create competitive advantage through service innovation leadership are the main tool of theory development.

This study answers following two strategic questions: What typical deficiencies exist that prevent firms from using service innovation as a source for competitive advantages?, What are the appropriate recommendations for succeeding with service innovation?

The study focuses only on companies in mature markets. The findings are limited to this sector.

The paper assists managers in concentrating on the right triggers for succeeding with service innovation.

Both scholars and managers still tend to be somewhat vague in suggesting detailed recommendations for service innovation. This study identifies five management deficiencies: failure to protect services, lack of clear organizational anchoring, unsystematic innovation process, inadequate customer involvement, and insufficient elimination of bad service ideas. Additionally, the paper offers recommendations for defining, developing, and launching new services.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Emerald
Publisher place
Bradford UK
Volume
32
Number
3
Start page
37
End page
46
Pages
10
URL
https://www.alexandria.unisg.ch/handle/20.500.14171/94247
Subject(s)

business studies

Division(s)

ITEM - Institute of T...

Eprints ID
100360

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