Gestão & Produção
Gestão & Produção
Artigo Original

A conceptual framework for integrating the critical success factors to service innovation

Guilherme Sales Smania; Glauco Henrique de Sousa Mendes

Downloads: 0
Views: 170


Abstract: : The literature on service innovation has identified many factors that contribute to its success. However, the literature is fragmented concerning identifying and analyzing the critical factors that lead to success in service innovation. This article has two main objectives. First, we describe, analyze, and synthesize these critical factors via a literature review of the research conducted on service innovation. Second, we outline a framework that consists of the most influential Critical Success Factors (CSFs). The systematic literature review analyzed a sample of 317 articles published between 1985 and 2018. The analysis identified 16 of the most influential critical factors that are included in a proposed conceptual framework for service innovation. This article contributes theoretically with an analysis and synthesis of the success factors for service innovation and by offering a practical tool in the form of a conceptual framework that can be used as an analytical tool by firms and their service managers. Furthermore, this study identifies new areas for research in service innovation, focusing on discovering CSFs for service innovation in manufacturing companies, the influence of specific CSFs in organizational performance, or by empirically validating our conceptual framework as well as the impact of new technologies on success innovation factors. In the conclusion, we discuss the limitations of the research and offer suggestions for future studies.


Service innovation, New service development, Critical factors, Success, Systematic bibliographic review


Akaka, M. A., Vargo, S. L., & Lusch, R. F. (2012). An exploration of networks in value co-creation: A service-ecosystems view. Review of Marketing Research, 9(1), 13-50.

Alam, I. (2006). Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions. Industrial Marketing Management, 35(4), 468-480.

Alam, I., & Perry, C. (2002). A customer‐oriented new service development process. Journal of Services Marketing, 16(6), 515-534.

Amusan, L., & Adebola Oyekunle, O. (2016). Conceptualizing innovation management development through organizational learning in public service: any lessons for developing states? Problems and Perspectives in Management, 14(3), 266-275.

Anning-Dorson, T. (2016a). Interactivity innovations, competitive intensity, customer demand and performance. International Journal of Quality and Service Sciences, 8(4), 536-554.

Anning-Dorson, T. (2016b). Organisational culture and leadership as mediators of service innovation and firm competitiveness: A study of an emerging economy. International Journal of Innovation Management, 20(7), 1650064.

Ansari, P., & Atri, H. (2017). Relationship between organizational culture and service innovation: an empirical case study in insurance industry. HELIX, 7(5), 1942-1949.

Antony, J., Setijono, D., & Dahlgaard, J. J. (2016). Lean Six Sigma and Innovation–an exploratory study among UK organisations. Total Quality Management & Business Excellence, 27(1-2), 124-140.

Arcari, A. M., Pistoni, A., & Peluso, S. (2018). The role of managerial control in innovation processes: an empirical analysis among Italian firms. International Journal of Business Performance Management, 19(3), 349-370.

Ardolino, M., Rapaccini, M., Saccani, N., Gaiardelli, P., Crespi, G., & Ruggeri, C. (2018). The role of digital technologies for the service transformation of industrial companies. International Journal of Production Research, 56(6), 2116-2132.

Arvanitis, S., Kyriakou, N., & Loukis, E. N. (2017). Why do firms adopt cloud computing? A comparative analysis based on South and North Europe firm data. Telematics and Informatics, 34(7), 1322-1332.

Avlonitis, G. J., Papastathopoulou, P. G., & Gounaris, S. P. (2001). An empirically‐based typology of product innovativeness for new financial services: success and failure scenarios. Journal of Product Innovation Management, 18(5), 324-342.

Baines, T. (2015). Exploring service innovation and the servitization of the manufacturing firm. Research Technology Management, 58(5), 9-11.

Baines, T., Ziaee Bigdeli, A., Bustinza, O. F., Shi, V. G., Baldwin, J., & Ridgway, K. (2017). Servitization: revisiting the state-of-the-art and research priorities. International Journal of Operations & Production Management, 37(2), 256-278.

Baradarani, S., & Kilic, H. (2018). Service innovation in the hotel industry: culture, behavior, performance. Service Industries Journal, 38(13-14), 897-924.

Barnett, J., Vasileiou, K., Djemil, F., Brooks, L., & Young, T. (2011). Understanding innovators’ experiences of barriers and facilitators in implementation and diffusion of healthcare service innovations: a qualitative study. BMC Health Services Research, 11(1), 342. PMid:22176739.

Bhatnagar, N., & Kumar Gopalaswamy, A. (2017). The role of a firm’s innovation competence on customer adoption of service innovation. Management Research Review, 40(4), 378-409.

Biemans, W. G., & Griffin, A. (2018). Innovation practices of B2B manufacturers and service providers: are they really different? Industrial Marketing Management, 75, 112-124.

Biemans, W. G., Griffin, A., & Moenaert, R. K. (2016). Perspective: New service development: How the field developed, its current status and recommendations for moving the field forward. Journal of Product Innovation Management, 33(4), 382-397.

Björk, P. (2014). The DNA of tourism service innovation: a quadruple helix approach. Journal of the Knowledge Economy, 5(1), 181-202.

Boukis, A. (2013). Identifying some internal S/F factors of NSD project performance. International Journal of Retail & Distribution Management, 41(7), 531-544.

Brandenburger, A. M., & Nalebuff, B. J. (1996). Co-opetition. New York, Bantam Doubleday Dell Publishing Group.

Carlborg, P., Kindström, D., & Kowalkowski, C. (2014). The evolution of service innovation research: a critical review and synthesis. Service Industries Journal, 34(5), 373-398.

Carroll, N. (2016). So that’s what the impact of IT innovation looks like? Examining the socio-technical dynamics of public service innovation. Journal of Enterprise Information Management, 29(5), 677-705.

Chen, B. T. (2017). Service innovation performance in the hospitality industry: the role of organizational training, personal-job fit and work schedule flexibility. Journal of Hospitality Marketing & Management, 26(5), 474-488.

Chen, J. S. J., & Tsou, H. T. (2006). Information technology adoption for service innovation practices and competitive advantage: the case of financial firms. Information Research, 12(3), 7.

Chen, J. S., Kerr, D., Tsang, S. S., & Sung, Y. C. (2015). Co-production of service innovations through dynamic capability enhancement. Service Industries Journal, 35(1-2), 96-114.

Chen, J. S., Tsou, H. T., & Huang, A. Y. H. (2009). Service delivery innovation: antecedents and impact on firm performance. Journal of Service Research, 12(1), 36-55.

Chen, J. S., Weng, H. H., & Huang, C. L. (2018). A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation. Total Quality Management & Business Excellence, 29(3-4), 410-428.

Chen, K. H., Wang, C. H., Huang, S. Z., & Shen, G. C. (2016). Service innovation and new product performance: the influence of market-linking capabilities and market turbulence. International Journal of Production Economics, 172, 54-64.

Cheng, C. C., & Krumwiede, D. (2010). The effects of market orientation and service innovation on service industry performance: an empirical study. Operations Management Research, 3(3-4), 161-171.

Cheng, C. C., & Krumwiede, D. (2011). The effects of market orientation on new service performance: the mediating role of innovation. International Journal of Services Technology and Management, 16(1), 49-73.

Cheng, C. C., & Krumwiede, D. (2012). The role of service innovation in the market orientation: new service performance linkage. Technovation, 32(7-8), 487-497.

Cheng, C. C., & Krumwiede, D. (2017). What makes a manufacturing firm effective for service innovation? The role of intangible capital under strategic and environmental conditions. International Journal of Production Economics, 193, 113-122.

Cheng, J. S., Xiang, Y., Sher, P. J., & Liu, C. W. (2018). Artistic intervention, intellectual capital, and service innovation: a case study of a Taiwan’s hotel. Service Business, 12(1), 169-201.

Cheng, T. D., & Chen, C. V. (2017). Does service innovation matter? An empirical study on market orientation and supply chain performance. South African Journal of Business Management, 48(1), 11-22.

Cho, I., Park, H., & Kim, J. K. (2012). The moderating effect of innovation protection mechanisms on the competitiveness of service firms. Service Business, 6(3), 369-386.

Chou, C. Y., Chen, J. S., & Liu, Y. P. (2017). Inter-firm relational resources in cloud service adoption and their effect on service innovation. Service Industries Journal, 37(3-4), 256-276.

Chu, Z., Feng, B., & Lai, F. (2018). Logistics service innovation by third party logistics providers in China: aligning guanxi and organizational structure. Transportation Research Part E, Logistics and Transportation Review, 118, 291-307.

Chuang, S. H., & Lin, H. N. (2015). Co-creating e-service innovations: Theory, practice, and impact on firm performance. International Journal of Information Management, 35(3), 277-291.

De Brentani, U. (1989). Success and failure in new industrial services. Journal of Product Innovation Management, 6(4), 239-258.

De Brentani, U. (1993). The new product process in financial services: strategy for success. International Journal of Bank Marketing, 11(3), 15-22.

De Brentani, U. (1995a). Firm size: implications for achieving success in new industrial services. Journal of Marketing Management, 11(1-3), 207-225.

De Brentani, U. (1995b). New industrial service development: scenarios for success and failure. Journal of Business Research, 32(2), 93-103.

De Brentani, U. (2001). Innovative versus incremental new business services: different keys for achieving success. Journal of Product Innovation Management, 18(3), 169-187.

Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30(2), 1072-1091.

Divisekera, S., & Nguyen, V. K. (2018). Determinants of innovation in tourism evidence from Australia. Tourism Management, 67, 157-167.

Dotzel, T., Shankar, V., & Berry, L. L. (2013). Service innovativeness and firm value. JMR, Journal of Marketing Research, 50(2), 259-276.

Du, L., Huang, Q., Yeung, K., & Jian, Z. (2016). Improving Service Innovation Performance through the Big Data Management Closed Loop Competence in China Mobile. IJCSA, 13(1), 116-132.

Easingwood, C. J., & Storey, C. (1991). Success factors for new consumer financial services. International Journal of Bank Marketing, 9(1), 3-10.

Edvardsson, B., & Olsson, J. (1996). Key concepts for new service development. Service Industries Journal, 16(2), 140-164.

Edvardsson, B., & Tronvoll, B. (2013). A new conceptualization of service innovation grounded in S‐D logic and service systems. International Journal of Quality and Service Sciences, 5(1), 19-31.

Edvardsson, B., Frow, P., Jaakkola, E., Keiningham, T. L., Koskela-Huotari, K., Mele, C., & Tombs, A. (2018). Examining how context change foster service innovation. Journal of Service Management, 29(5), 932-955.

Edvardsson, B., Haglund, L., & Mattsson, J. (1995). Analysis, planning, improvisation and control in the development of new services. International Journal of Service Industry Management, 6(2), 24-35.

Edvardsson, B., Meiren, T., Schäfer, A., & Witell, L. (2013). Having a strategy for new service development–does it really matter? Journal of Service Management, 24(1), 25-44.

Ekingen, E., Ekemen, M. A., Yildiz, A., & Korkmazer, F. (2018). The Effect of Intrapreneurship and Organizational Factors on the Innovation Performance in Hospital. Revista de Cercetare si Interventie Sociala, 62, 196-219.

Engen, M., & Magnusson, P. (2018). Casting for service innovation: the roles of frontline employees. Creativity and Innovation Management, 27(3), 255-269.

Ernst, H. (2002). Success factors of new product development: a review of the empirical literature. International Journal of Management Reviews, 4(1), 1-40.

Feng, C., & Sivakumar, K. (2016). The role of collaboration in service innovation across manufacturing and service sectors. Service Science, 8(3), 263-281.

Fliess, S., & Lexutt, E. (2019). How to be successful with servitization–Guidelines for research and management. Industrial Marketing Management, 78, 58-75.

Florén, H., Frishammar, J., Parida, V., & Wincent, J. (2018). Critical success factors in early new product development: a review and a conceptual model. The International Entrepreneurship and Management Journal, 14(2), 411-427.

Ford, R. C., Edvardsson, B., Dickson, D., & Enquist, B. (2012). Managing the innovation co-creation challenge. Organizational Dynamics, 4(41), 281-290.

Frank, A. G., Mendes, G. H., Ayala, N. F., & Ghezzi, A. (2019). Servitization and Industry 4.0 convergence in the digital transformation of product firms: A business model innovation perspective. Technological Forecasting and Social Change, 141, 341-351.

Froehle, C. M., Roth, A. V., Chase, R. B., & Voss, C. A. (2000). Antecedents of new service development effectiveness: an exploratory examination of strategic operations choices. Journal of Service Research, 3(1), 3-17.

Frow, P., McColl-Kennedy, J. R., Hilton, T., Davidson, A., Payne, A., & Brozovic, D. (2014). Value propositions: A service ecosystems perspective. Marketing Theory, 14(3), 327-351.

Gallouj, F., & Weinstein, O. (1997). Innovation in services. Research Policy, 26(4-5), 537-556.

Gebauer, H. (2008). Identifying service strategies in product manufacturing companies by exploring environment–strategy configurations. Industrial Marketing Management, 37(3), 278-291.

Gebauer, H., Krempl, R., Fleisch, E., & Friedli, T. (2008). Innovation of product‐related services. Managing Service Quality, 18(4), 387-404.

Geng, Z., Li, C., Bi, K., Zheng, H., & Yang, X. (2018). Motivating service employee creativity: regulatory focus and emotional labour. Journal of Service Theory and Practice, 28(2), 228-249.

Giannopoulou, E., Gryszkiewicz, L., & Barlatier, P. J. (2014). Creativity for service innovation: a practice-based perspective. Managing Service Quality, 24(1), 23-44.

Chester Goduscheit, R., & Faullant, R. (2018). Paths toward radical service innovation in manufacturing companies: A service‐dominant logic perspective. Journal of Product Innovation Management, 35(5), 701-719.

Gottfridsson, P. (2014). Different actors’ roles in small companies service innovation. Journal of Services Marketing, 28(7), 547-557.

Gustafsson, A., Kristensson, P., & Witell, L. (2012). Customer co‐creation in service innovation: a matter of communication? Journal of Service Management, 23(3), 311-327.

Gustafsson, A., Snyder, H., & Witell, L. (2020). Service Innovation: A new conceptualization and path forward. Journal of Service Research, 1(2), 5.

Hsiao, C., Lee, Y. H., & Hsu, H. H. (2017). Motivated or empowering antecedents to drive service innovation? Service Industries Journal, 37(1), 5-30.

Hsieh, K. N., & Tidd, J. (2012). Open versus closed new service development: the influences of project novelty. Technovation, 32(11), 600-608.

Hsueh, J. T., Lin, N. P., & Li, H. C. (2010). The effects of network embeddedness on service innovation performance. Service Industries Journal, 30(10), 1723-1736.

Hu, M. L. M., Horng, J. S., & Sun, Y. H. C. (2009). Hospitality teams: knowledge sharing and service innovation performance. Tourism Management, 30(1), 41-50.

Indounas, K., & Arvaniti, A. (2015). Success factors of new health-care services. Journal of Product and Brand Management, 24(7), 693-705.

Islam, M. A., Agarwal, N. K. K., & Ikeda, M. (2015). Knowledge management for service innovation in academic libraries: A qualitative study. Library Management, 36(1-2), 40-57.

Jaakkola, E., & Hallin, A. (2018). Organizational structures for new service development. Journal of Product Innovation Management, 35(2), 280-297.

Janssen, M. J., Castaldi, C., & Alexiev, A. (2016). Dynamic capabilities for service innovation: conceptualization and measurement. R & D Management, 46(4), 797-811.

Jaw, C., Lo, J. Y., & Lin, Y. H. (2010). The determinants of new service development: service characteristics, market orientation, and actualizing innovation effort. Technovation, 30(4), 265-277.

Jian, Z., & Zhou, Y. (2015). Corporate social capital, market orientation, organizational learning and service innovation performance: an empirical survey in the Pearl river delta of China. Journal of Industrial Engineering and Management, 8(2), 303-321.

Jiménez-Zarco, A. I., González-González, I., Martínez-Ruíz, M. P., & Izquierdo-Yusta, A. (2015). New service innovation success: analyzing the influence of performance indicator nature. Computers in Human Behavior, 51, 1024-1031.

Johne, F. A., & Harborne, P. (1985). How large commercial banks manage product innovation. International Journal of Bank Marketing, 3(1), 54-71.

Joly, M. P., Teixeira, J. G., Patrício, L., & Sangiorgi, D. (2019). Leveraging service design as a multidisciplinary approach to service innovation. Journal of Service Management, 30(6), 681-715.

Kang, K. H., & Kang, J. (2014). Do External Knowledge Sourcing Modes Matter for Service Innovation? Empirical Evidence from S outh K orean Service Firms. Journal of Product Innovation Management, 31(1), 176-191.

Kao, P. J., Pai, P., Lin, T., & Zhong, J. Y. (2015). How transformational leadership fuels employees’ service innovation behavior. Service Industries Journal, 35(7-8), 448-466.

Karlsson, J., & Skålén, P. (2015). Exploring front-line employee contributions to service innovation. European Journal of Marketing, 49(9-10), 1346-1365.

Kindström, D., Kowalkowski, C., & Mustak, M. (2014). Service innovation in networks: a systematic review and implications for business-to-business service innovation research. Journal of Business and Industrial Marketing, 29(2), 151-163.

Kindström, D., Kowalkowski, C., & Sandberg, E. (2013). Enabling service innovation: A dynamic capabilities approach. Journal of Business Research, 66(8), 1063-1073.

Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.

Kohtamäki, M., Parida, V., Oghazi, P., Gebauer, H., & Baines, T. (2019). Digital servitization business models in ecosystems: A theory of the firm. Journal of Business Research, 104, 380-392.

Kowalkowski, C., Gebauer, H., Kamp, B., & Parry, G. (2017). Servitization and deservitization: Overview, concepts, and definitions. Industrial Marketing Management, 60, 4-10.

Kroh, J., Luetjen, H., Globocnik, D., & Schultz, C. (2018). Use and efficacy of information technology in innovation processes: the specific role of servitization. Journal of Product Innovation Management, 35(5), 720-741.

Kuester, S., Schuhmacher, M. C., Gast, B., & Worgul, A. (2013). Sectoral heterogeneity in new service development: an exploratory study of service types and success factors. Journal of Product Innovation Management, 30(3), 533-544.

Leiponen, A. (2012). The benefits of R&D and breadth in innovation strategies: a comparison of Finnish service and manufacturing firms. Industrial and Corporate Change, 21(5), 1255-1281.

Li, M., & Hsu, C. H. (2018). Customer participation in services and employee innovative behavior. International Journal of Contemporary Hospitality Management, 30(4), 2112-2131.

Li, M., Jian, Z., Li, L., & Yeung, T. K. H. (2018). Effects of organisational learning on service innovation performance: the mediating effect of supply chain collaboration and the moderating role of interpersonal trust. International Journal of Services Technology and Management, 24(1-3), 43-61.

Liu, S. (2009). Organizational culture and new service development performance: insights from knowledge intensive business service. International Journal of Innovation Management, 13(03), 371-392.

Love, J. H., Roper, S., & Hewitt-Dundas, N. (2010). Service innovation, embeddedness and business performance: evidence from Northern Ireland. Regional Studies, 44(8), 983-1004.

Lusch, R. F., & Nambisan, S. (2015). Service innovation: A service-dominant logic perspective. Management Information Systems Quarterly, 39(1), 155-176.

Lütjen, H., Schultz, C., Tietze, F., & Urmetzer, F. (2019). Managing ecosystems for service innovation: A dynamic capability view. Journal of Business Research, 104, 506-519.

Marques, C. S., Marques, C. P., Nogueira, F., Gerry, C., & Andrade, S. (2015). Facets and outcomes of healthcare service innovation: a study of catholic service providers in Northern Portugal. International Journal of Innovation and Learning, 18(1), 23-44.

Martin, C. R. M. C. R., & Horne, D. A. (1993). Services innovation: successful versus unsuccessful firms. International Journal of Service Industry Management, 4(1).

Martinez, V., Neely, A., Velu, C., Leinster-Evans, S., & Bisessar, D. (2019). Exploring the journey to services. In Handbook of service science (pp. 377-407, Vol. 2). Cham: Springer.

Melton, H., & Hartline, M. D. (2015). Customer and employee co-creation of radical service innovations. Journal of Services Marketing, 29(2), 112-123.

Mendes, G. H., Oliveira, M. G., Gomide, E. H., & Nantes, J. F. D. (2017). Uncovering the structures and maturity of the new service development research field through a bibliometric study (1984-2014). Journal of Service Management, 28(1), 182-223.

Mennens, K., Van Gils, A., Odekerken-Schröder, G., & Letterie, W. (2018). Exploring antecedents of service innovation performance in manufacturing SMEs. International Small Business Journal, 36(5), 500-520.

Menor, L. J., & Roth, A. V. (2008). New service development competence and performance: an empirical investigation in retail banking. Production and Operations Management, 17(3), 267-284.

Mention, A. L. (2011). Co-operation and co-opetition as open innovation practices in the service sector: which influence on innovation novelty? Technovation, 31(1), 44-53.

Mina, A., Bascavusoglu-Moreau, E., & Hughes, A. (2014). Open service innovation and the firm’s search for external knowledge. Research Policy, 43(5), 853-866.

Mu, Y., Bossink, B., & Vinig, T. (2018). Employee involvement in ideation and healthcare service innovation quality. Service Industries Journal, 38(1-2), 67-86.

Myhren, P., Witell, L., Gustafsson, A., & Gebauer, H. (2018). Incremental and radical open service innovation. Journal of Services Marketing, 32(2), 101-112.

Oly Ndubisi, N., & Iftikhar, K. (2012). Relationship between entrepreneurship, innovation and performance. Journal of Research in Marketing and Entrepreneurship, 14(2), 214-236.

Nieves, J., & Diaz-Meneses, G. (2018). Knowledge sources and innovation in the hotel industry. International Journal of Contemporary Hospitality Management, 30(6), 2537-2561.

Okoe, A. F., Boateng, H., Narteh, B., & Boakye, R. O. (2018). Examining human resource practice outcomes and service innovation. Service Industries Journal, 38(7-8), 431-445.

Ordanini, A., & Parasuraman, A. (2011). Service innovation viewed through a service-dominant logic lens: a conceptual framework and empirical analysis. Journal of Service Research, 14(1), 3-23.

Ottenbacher, M. C., & Gnoth, J. (2005). How to develop successful hospitality innovation. The Cornell Hotel and Restaurant Administration Quarterly, 46(2), 205-222.

Ottenbacher, M. C., & Harrington, R. J. (2010). Strategies for achieving success for innovative versus incremental new services. Journal of Services Marketing, 24(1), 3-15.

Ottenbacher, M. C., Shaw, V., & Lockwood, A. (2006). An investigation of the factors affecting innovation performance in chain and independent hotels. Journal of Quality Assurance in Hospitality & Tourism, 6(3-4), 113-128.

Panesar, S. S., & Markeset, T. (2009). Industrial services innovation process: influencing factors–a case study. International Journal of Services Technology and Management, 11(1), 82-102.

Pérez-Cabañero, C., Cruz-Ros, S., & González-Cruz, T. (2015). The contribution of dynamic marketing capabilities to service innovation and performance. International Journal of Business Environment, 7(1), 61-78.

Perks, H., Gruber, T., & Edvardsson, B. (2012). Co‐creation in radical service innovation: a systematic analysis of microlevel processes. Journal of Product Innovation Management, 29(6), 935-951.

Prajogo, D. I., & McDermott, C. M. (2014). Antecedents of service innovation in SMEs: comparing the effects of external and internal factors. Journal of Small Business Management, 52(3), 521-540.

Prajogo, D. I., & Oke, A. (2016). Human capital, service innovation advantage, and business performance. International Journal of Operations & Production Management, 36(9), 974-994.

Queiroz, S. A., Mendes, G. H., Silva, J. H., Ganga, G. M., Miguel, P. A. C., & Oliveira, M. G. (2020). Servitization and performance: impacts on small and medium enterprises. Journal of Business and Industrial Marketing, 35(7), 1237-1249.

Rodríguez, A., Nieto, M. J., & Santamaría, L. (2018). International collaboration and innovation in professional and technological knowledge-intensive services. Industry and Innovation, 25(4), 408-431.

Rong, D., & Ming, X. (2014). Radical service innovation: influencing factors and mode selection. Asian Social Science, 10(18), 210.

Ryu, H. S., & Lee, J. N. (2016). Innovation patterns and their effects on firm performance. Service Industries Journal, 36(3-4), 81-101.

Ryu, H. S., & Lee, J. N. (2018). Understanding the role of technology in service innovation: comparison of three theoretical perspectives. Information & Management, 55(3), 294-307.

Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2011). Towards a model of dynamic capabilities in innovation-based competitive strategy: insights from project-oriented service firms. Industrial Marketing Management, 40(8), 1251-1263.

Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2019). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial Marketing Management, 76, 144-156.

Santamaría, L., Nieto, M. J., & Miles, I. (2012). Service innovation in manufacturing firms: evidence from Spain. Technovation, 32(2), 144-155.

Santos-Vijande, M. L., López-Sánchez, J. Á., & Pascual-Fernandez, P. (2018). Co-creation with customers of hotel services: the moderating role of top management support. Current Issues in Tourism, 21(3), 301-327.

Scheuing, E. E., & Johnson, E. M. (1989). A proposed model for new service development. Journal of Services Marketing, 3(2), 25-34.

Seegy, U., Gleich, R., Wald, A., Mudde, P., & Motwani, J. (2008). The management of service innovation: an empirical investigation. International Journal of Services and Operations Management, 4(6), 672-686.

Segarra-Ciprés, M., & Bou-Llusar, J. C. (2018). External knowledge search for innovation: the role of firms’ innovation strategy and industry context. Journal of Knowledge Management, 22(2), 280-298.

Siahtiri, V. (2018). Innovation at the service encounter in knowledge intensive business services: antecedents and boundary conditions. Journal of Product Innovation Management, 35(5), 742-762.

Sillanpää, E., & Junnonen, J. M. (2012). Factors affecting service innovations in FM service sector. Facilities, 30(11/12), 517-530.

Sindakis, S., & Kitsios, F. (2016). Entrepreneurial dynamics and patient involvement in service innovation: developing a model to promote growth and sustainability in mental health care. Journal of the Knowledge Economy, 7(2), 545-564.

Singh, S., Akbani, I., & Dhir, S. (2020). Service innovation implementation: a systematic review and research agenda. Service Industries Journal, 40(7-8), 1-27.

Sjödin, D., Parida, V., Kohtamäki, M., & Wincent, J. (2020). An agile co-creation process for digital servitization: A micro-service innovation approach. Journal of Business Research, 112, 478-491.

Snyder, H., Witell, L., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Identifying categories of service innovation: A review and synthesis of the literature. Journal of Business Research, 69(7), 2401-2408.

Sridhar, M., & Ganesan, P. (2015). Service innovation barriers and facilitators and their effects on customer satisfaction and relationship improvement. International Journal of Services and Operations Management, 21(1), 87-111.

Storey, C. D., & Easingwood, C. J. (1996). Determinants of new product performance. International Journal of Service Industry Management, 7(1), 32-55.

Storey, C. D., & Kahn, K. B. (2010). The role of knowledge management strategies and task knowledge in stimulating service innovation. Journal of Service Research, 13(4), 397-410.

Storey, C. D., Cankurtaran, P., Papastathopoulou, P., & Hultink, E. J. (2016). Success factors for service innovation: A meta‐analysis. Journal of Product Innovation Management, 33(5), 527-548.

Storey, C., & Hughes, M. (2013). The relative impact of culture, strategic orientation and capability on new service development performance. European Journal of Marketing, 47(5-6), 833-856.

Suh, Y., & Kim, M. S. (2012). Effects of SME collaboration on R&D in the service sector in open innovation. Innovation, 14(3), 349-362.

Tajeddini, K., Altinay, L., & Ratten, V. (2017). Service innovativeness and the structuring of organizations: the moderating roles of learning orientation and inter-functional coordination. International Journal of Hospitality Management, 65, 100-114.

Tang, T. W. (2016). Making innovation happen through building social capital and scanning environment. International Journal of Hospitality Management, 56, 56-65.

Tang, T. W., Wang, M. C. H., & Tang, Y. Y. (2015). Developing service innovation capability in the hotel industry. Service Business, 9(1), 97-113.

Teece, D. J. (2007). Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28(13), 1319-1350.

Temel, S., Mention, A. L., & Torkkeli, M. (2013). The impact of cooperation on firms’ innovation propensity in emerging economies. Journal of Technology Management & Innovation, 8(1), 54-64.

Thakur, R., & Hale, D. (2013). Service innovation: A comparative study of US and Indian service firms. Journal of Business Research, 66(8), 1108-1123.

Thanasopon, B., Papadopoulos, T., & Vidgen, R. (2018). How do firms open up the front-end of service innovation? A case study of IT-based service firms in Thailand. International Journal of Innovation Management, 22(01), 1850010.

Thwaites, D., & Edgett, S. (1991). Aspects of innovation in a turbulent market environment: empirical evidence from UK building societies. Service Industries Journal, 11(3), 346-361.

Tomaszewski, L. A., Lacerda, D. P., & Teixeira, R. (2016). Estratégia de operações em serviços de saúde preventiva: análise dos critérios competitivos e recomendações operacionais. Gestão & Produção, 23(2), 381-396.

Tai Tsou, H. (2012). Collaboration competency and partner match for e‐service product innovation through knowledge integration mechanisms. Journal of Service Management, 23(5), 640-663.

Tsou, H. T., & Chen, J. S. (2012). The influence of interfirm codevelopment competency on e-service innovation. Information & Management, 49(3-4), 177-189.

Tu, C., Hwang, S. N., & Wong, J. Y. (2014). How does cooperation affect innovation in micro-enterprises? Management Decision, 52(8), 1390-1409.

Tuzovic, S., Wirtz, J., & Heracleous, L. (2018). How do innovators stay innovative? A longitudinal case analysis. Journal of Services Marketing, 32(1), 34-45.

Van Riel, A. C., Lemmink, J., & Ouwersloot, H. (2004). High‐technology service innovation success: a decision‐making perspective. Journal of Product Innovation Management, 21(5), 348-359.

Vandermerwe, S., & Rada, J. (1988). Servitization of business: adding value by adding services. European Management Journal, 6(4), 314-324.

Vargo, S. L., & Akaka, M. A. (2012). Value cocreation and service systems (re)formation: A service ecosystems view. Service Science, 4(3), 207-217.

Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324-335.

Vasconcellos, L. H. R., & Marx, R. (2011). Como ocorrem as inovações em serviços? Um estudo exploratório de empresas no Brasil. Gestão & Produção, 18(3), 443-460.

Vendrell-Herrero, F., Gomes, E., Bustinza, O. F., & Mellahi, K. (2018). Uncovering the role of cross-border strategic alliances and expertise decision centralization in enhancing product-service innovation in MMNEs. International Business Review, 27(4), 814-825.

Verdu-Jover, A. J., Alos-Simo, L., & Gomez-Gras, J. M. (2018). Adaptive culture and product/service innovation outcomes. European Management Journal, 36(3), 330-340.

Vermeulen, P. A. (2005). Uncovering barriers to complex incremental product innovation in small and medium‐sized financial services firms. Journal of Small Business Management, 43(4), 432-452.

Vermeulen, P. A., De Jong, J. P., & O’shaughnessy, K. C. (2005). Identifying key determinants for new product introductions and firm performance in small service firms. Service Industries Journal, 25(5), 625-640.

Vermeulen, P. A., Van Den Bosch, F. A., & Volberda, H. W. (2007). Complex incremental product innovation in established service firms: A micro institutional perspective. Organization Studies, 28(10), 1523-1546.

Wang, Q., Zhao, X., & Voss, C. (2016). Customer orientation and innovation: A comparative study of manufacturing and service firms. International Journal of Production Economics, 171, 221-230.

Wikhamn, W., Armbrecht, J., & Remneland Wikhamn, B. (2018). Innovation in Swedish hotels. International Journal of Contemporary Hospitality Management, 30(6), 2481-2498.

Witell, L., Snyder, H., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863-2872.

Wu, M. J., Lin, Y. F., Liu, F. M., & Hsiao, S. L. (2010). Overcoming service innovation bottlenecks using Web 2.0. Expert Systems with Applications, 37(11), 7373-7379.

Wünderlich, N. V., Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C., & Lemmink, J. G. (2015). “Futurizing” smart service: implications for service researchers and managers. Journal of Services Marketing, 29(6-7), 442-447.

Yang, Y., Lee, P. K., & Cheng, T. C. E. (2016). Continuous improvement competence, employee creativity, and new service development performance: A frontline employee perspective. International Journal of Production Economics, 171, 275-288.

Yeh, S. T., & Walter, Z. (2017). Determinants of service innovation in academic libraries through the lens of disruptive innovation. College & Research Libraries, 77(6), 795-804.

Zach, F. (2012). Partners and innovation in American destination marketing organizations. Journal of Travel Research, 51(4), 412-425.

Zhang, W., Wang, D., & Zhao, Y. (2015). The effects of ties with service intermediaries on service and product innovations in Chinese manufacturing firms: the mediations of innovation search. Asian Journal of Technology Innovation, 23(3), 335-350.

Zhang, X., Chen, H., Wang, W., & Ordóñez de Pablos, P. (2016). What is the role of IT in innovation? A bibliometric analysis of research development in IT innovation. Behaviour & Information Technology, 35(12), 1130-1143.

Zhao, Y., Zhou, R., & Ci, Y. (2017). Factors influencing service innovation of MSNs in China: a theoretical and empirical research. Library Hi Tech, 35(3), 368-385.

60f57272a95395439824acd2 gp Articles

Gest. Prod.

Share this page
Page Sections