Defining service innovation: a review and synthesis

Witell, Lars, Snyder, Hannah, Gustafsson, Anders, Fombelle, Paul and Kristensson, Per (2016) Defining service innovation: a review and synthesis. Journal of Business Research, 69 8: 2863-2872. doi:10.1016/j.jbusres.2015.12.055

Author Witell, Lars
Snyder, Hannah
Gustafsson, Anders
Fombelle, Paul
Kristensson, Per
Title Defining service innovation: a review and synthesis
Journal name Journal of Business Research   Check publisher's open access policy
ISSN 0148-2963
Publication date 2016-08
Year available 2016
Sub-type Critical review of research, literature review, critical commentary
DOI 10.1016/j.jbusres.2015.12.055
Open Access Status Not Open Access
Volume 69
Issue 8
Start page 2863
End page 2872
Total pages 10
Place of publication New York, NY United States
Publisher Elsevier
Collection year 2017
Language eng
Abstract 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.
Keyword Service innovation
Literature review
Value co-creation
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Journal Article
Sub-type: Critical review of research, literature review, critical commentary
Collections: HERDC Pre-Audit
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 1 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 2 times in Scopus Article | Citations
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Created: Mon, 09 May 2016, 15:58:53 EST by Hannah Snyder on behalf of UQ Business School