TY - JOUR
T1 - Exploring dualities of service innovation
T2 - implications for service research
AU - Witell, Lars
AU - Anderson, Laurel
AU - Brodie, Roderick J.
AU - Colurcio, Maria
AU - Edvardsson, Bo
AU - Kristensson, Per
AU - Lervik-Olsen, Line
AU - Sebastiani, Roberta
AU - Wallin Andreassen, Tor
N1 - Publisher Copyright:
© 2015, Emerald Group Publishing Limited.
PY - 2015/9/14
Y1 - 2015/9/14
N2 - Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation. Findings – This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt–reject, change–static and good–bad. Originality/value – By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.
AB - Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation. Findings – This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt–reject, change–static and good–bad. Originality/value – By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.
KW - Failure
KW - New service development
KW - Service innovation
UR - http://www.scopus.com/inward/record.url?scp=84942103401&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84942103401&partnerID=8YFLogxK
U2 - 10.1108/JSM-01-2015-0051
DO - 10.1108/JSM-01-2015-0051
M3 - Article
AN - SCOPUS:84942103401
SN - 0887-6045
VL - 29
SP - 436
EP - 441
JO - Journal of Services Marketing
JF - Journal of Services Marketing
IS - 6-7
ER -