Shaping, organizing, and rethinking service innovation: a multidimensional framework
Abstract
Purpose
The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities for further research are multidimensional and interdisciplinary.
Design/methodology/approach
A summary analysis of extant literature identifies valuable contributions and fundamental methodological issues from various perspectives. The proposed directions for future research entail where to innovate, how to innovate, and what to innovate in services.
Findings
The analysis and discussion lead to a multidimensional framework of service innovation, with a particular emphasis on organizational and customer cocreation perspectives.
Practical implications
This article contains guidelines and real‐world examples to help practitioners and policy makers develop service innovation strategies through the consideration of different levels, organizations, and perspectives.
Originality/value
This article offers a relevant source of ideas and guidance for anyone interested in research and practice related to rethinking service innovation.
Keywords
Citation
Rubalcaba, L., Michel, S., Sundbo, J., Brown, S.W. and Reynoso, J. (2012), "Shaping, organizing, and rethinking service innovation: a multidimensional framework", Journal of Service Management, Vol. 23 No. 5, pp. 696-715. https://doi.org/10.1108/09564231211269847
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited