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Defining service innovation: A review and syntesis
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. CTF, Service Research Center, Karlstad University, Sweden.
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-6604-2727
CTF, Service Research Center, Karlstad University, Sweden/BI-Norwegian School of Management, Norway.
College of Business Administration, Northeastern University, United States.
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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, review/survey (Refereed) Published
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.
Keyword [en]
Service innovation;Literature review;Innovation;Value creation
National Category
Business Administration
URN: urn:nbn:se:liu:diva-126537DOI: 10.1016/j.jbusres.2015.12.055ISI: 000377726600026OAI: diva2:915379
Available from: 2016-03-30 Created: 2016-03-30 Last updated: 2016-07-13

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Available from 2017-01-19 00:00

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Witell, LarsSnyder, Hannah
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