Service Innovation

1. Front Matter

   Pages i-xviii

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2. Services, Service Systems, and Value Co-creation

   1. Front Matter

      Pages 1-1

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   2. Twenty Years of Service Innovation Research

      • Ian Miles

      Pages 3-34

   3. Zooming Out and Zooming In: Service Ecosystems as Venues for Collaborative Innovation

      • Heiko Wieland, Stephen L. Vargo, Melissa Archpru Akaka

      Pages 35-50

   4. Service Ecosystems Innovation in Systemic Perspective: Transitions and Coevolutions

      • Kyoichi Kijima, Marja Toivonen, Sampsa Ruutu

      Pages 51-67

   5. Social Innovation and its Relationships with Service and System Innovations

      • Luis Rubalcaba

      Pages 69-93

3. Managing Service Innovation

   1. Front Matter

      Pages 95-95

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   2. Developing Service-Based Business Models: Which Innovation Capability for Which Innovation Dimension?

      • Matthijs J. Janssen, Pim den Hertog

      Pages 97-128

   3. Innovating in Practices

      • Tiziana Russo-Spena, Cristina Mele

      Pages 129-148

   4. Innovating Services Through Experiences: An Investigation of Servicescape’s Pivotal Role

      • Antonella Carù, Laura Colm, Bernard Cova

      Pages 149-170

   5. Struggling at the Front Line: ICT and Service Innovation

      • Silvia Gliem, Christiane Hipp

      Pages 171-184

4. Opportunities and Challenges for Service Innovation in Different Contexts

   1. Front Matter

      Pages 185-185

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   2. Service Innovation for Sustainability: Paths for Greening Through Service Innovation

      • Faridah Djellal, Faïz Gallouj

      Pages 187-215

   3. Innovation in Public Service Systems

      • Lars Fuglsang, Jon Sundbo

      Pages 217-234

   4. Service Innovation in Industrial Contexts

      • Christian Kowalkowski

      Pages 235-249

   5. The Role of Knowledge-Intensive Business Services in Innovation System: The Case of China

      • Jiang Wei, Dan Zhou

      Pages 251-268

   6. Internationalization as Innovation Driver in Services

      • Patrik Ström, Robert Wentrup

      Pages 269-281

This is the first book that summarizes the 20-year history of service innovation research and combines it with the future need to adopt a systems view in the field of service research. The book emphasizes that the most urgent issues of today’s economies – the development of welfare and sustainability – cannot be solved with innovations in individual service offerings only, and that innovations of service systems are increasingly needed. Various theoretical approaches and perspectives from different disciplines are included, providing a comprehensive view of the current understanding of the nature of service innovation. The book illustrates the achievements of two research traditions, one based on the general innovation theory and the other based on the service marketing theory. Service innovation is considered from the points of view of drivers, processes, practices, and outcomes. The interrelations between actors and systems are analyzed, and the nature of innovation as a new way to co-create value is highlighted. The book promotes the view that users are an important source of innovative ideas and that openness is an important success factor in innovation processes. In addition to the general nature and management of service innovation, some specific topics are included, exemplified by innovations in public services and in knowledge-intensive business services. This volume is highly recommended to readers who seek a state-of-the-art overview of the area of service innovation and its linkages to systems research.

• service development
• service innovation
• service theory
• systems innovation
• value co-creation

• VTT Technical Research Centre of Fi, Helsinki, Finland

  Marja Toivonen

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