Abstract
Innovation is widely recognized to be a critical contributor to economic growth, quality of life, and industrial competitiveness. Accordingly, a whole discipline of “innovation studies ” emerged during the last quarter of the twentieth century, with major impacts on economic policymaking, management thinking, and approaches to science and technology studies. But innovation research was overwhelmingly focused on technological innovation in manufacturing sectors – and in particular, on high-tech sectors such as pharmaceuticals, electronics, and aerospace. It was not until the last decade of the twentieth century that serious and sustained attention to service industries and firms, and their innovation processes and outcomes, was more than the province of a few pioneers. We now have almost two decades of such analysis, and this chapter reviews highlights of the literature. Since the area covered by “services” and “service innovation ” is so vast, and because the literature is fragmented across many disciplines, the aim is to give a broad overview rather than to synthesize the literature into a new grand theory. It is apparent that there are many ways in which service innovation parallels the processes described for manufacturing activities, and that some of the “new” features that are brought to light are ones that also exists in manufacturing firms but that have typically been neglected. The study of service innovation leads us to reconsider how we think about innovation more generally.
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Notes
- 1.
Two early collections of studies of SI are Guile and Quinn (1988a, b). There have been many reviews of the field more recently, including several chapters in BERR/DIUS (2008), Bryson and Daniels (2007), DTI (2007), Gallouj (2002), Kuusisto and Meyer (2003) Miles (1994, 2004), NESTA (2008), OECD (2001), and many more. The field has seen explosive, if belated, growth recently.
- 2.
Classic reviews and compilations on the topic of services include Bryson et al. (2004), Bryson and Daniels , (2007), and Daniels and Bryson (1993) – see their chapter in the current volume. On service science and SSME , see, for example, Chesbrough (2005) , Chesbrough and Spohrer (2006) Springer Publisher’s series on “Service Science: Research and Innovations in the Service Economy” (e.g. Hefley and Murphy , 2008), the journal Service Science, and many resources available from SSME sites such as http://www-304.ibm.com/jct01005c/university/scholars/skills/ssme/
university.htm and http://www.ssmenetuk.org (both accessed 29 June 2009). IfM /IBM (2007), and Maglio et al (2006) discuss service innovation in relation to SSME.
- 3.
Miles (1993) discussed how various defining characteristics of services were associated with innovation trajectories that often led to the services more closely resembling manufacturing industries. One of the inspirations for this approach was the pioneering work of Theodore Levitt (1976) on industrialization of services – it is instructive to compare` this to current discussions of the “servicisation” of industry. See also Karmarkar ’s chapter in this volume.
- 4.
Miles (2008) explores input-output data as a source of indicators for classifying services into these broad groups: another approach might be to utilize data on the tasks performed by specific occupations, such as those provided by O*NET (see http://online.onetcenter.org/skills/ accessed June 29 2009), and relate the incidence of occupations, and thus of tasks, to specific sectors.
- 5.
There is an important line of work on innovation in large technical systems that was largely kicked off by the historical studies of Thomas Hughes (cf Hughes, 1983, 1984, Mayntz and Hughes (1988). A rather different body of literature examines “Complex Product Systems”, which include service operations such as airports, together with many other systems that combine services, technologies, and built infrastructure – see for example Davies and Hobday (2005), Gann and Salter (2000), and Hansen and Rush . (1998).
- 6.
A fairly recent study is Gadrey & de Bandt (1994).
- 7.
Gallouj & Weinstein (1997) provide a useful review, comparing “servuction” to a number of other formulations. See the chapter by Edvardsson et al in this volume for a discussion of customer co-development of services.
- 8.
- 9.
Several US researchers also focused on these, for example, Faulhaber , Noam and Tasley (1986).
- 10.
NACE is the Standard Industrial Classification now in use in the EU, substantially similar to North America’s NAICS.
- 11.
For a conference focusing on such innovations, with several service-focused contributions, see 6 Countries Programme (2008).
- 12.
- 13.
For the analysis of these data, see Miles and Jones (2009).
- 14.
- 15.
- 16.
- 17.
The network website is: http://www.service-design-network.org/ from which useful publications can be accessed, and there is linkage to the journal Touchpoint. (The journal name embodies a term from one tradition of service design work.) A pioneer in this area was Lynne Shostack , e.g. Shostack (1984).
- 18.
See also the research reports from the project Designing for Services in Science and Technology-Based Enterprises, available at: http://www.sbs.ox.ac.uk/D4S
- 19.
- 20.
- 21.
- 22.
- 23.
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Miles, I. (2010). ServiceInnovation . In: Maglio, P., Kieliszewski, C., Spohrer, J. (eds) Handbook of Service Science. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-1628-0_22
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