Advertisement

Exploring a Multidimensional Approach to Service Innovation

  • Matthijs JanssenEmail author
  • Carolina Castaldi
  • Alexander Alexiev
  • Pim Den Hertog
Chapter

Abstract

Given the fuzzy nature of services, it proves challenging to describe precisely what element of a renewed service offering can be regarded as innovative. Many existing characterizations are criticized for being too limited to capture distinctive features of new services accurately. This chapter describes the possibilities offered by a multidimensional approach to service innovation. Adhering to differentiated frameworks of where novelty can occur allows for comprehensive measurement and comparative analyses across sectors. Additionally, a multidimensional approach provides a basis for the application of system and complexity theory to service innovation. The rich but largely unexploited potential of this perspective is illustrated by testing a hypothesis regarding the relation between radicalness and innovation performance. Using survey-data from 341 firms, we operationalize a multidimensional conceptualization of service innovation and show that firms renewing a higher number of dimensions indeed tend to yield a higher percentage of their turnover from innovation. Further implications of treating services as multidimensional systems are discussed.

Keywords

Multidimensionality Complexity theory Measurement scale 

References

  1. Aa W, Elfring T (2002) Realizing innovation in services. Scand J Manag 18:155–171Google Scholar
  2. Agarwal R, Selen W (2009) Dynamic capability building in service value networks for achieving service innovation. Decis Sci 40(3):431–475CrossRefGoogle Scholar
  3. Agarwal R, Selen W (2011) Multi-dimensional nature of service innovation: operationalisation of the elevated service offerings construct in collaborative service organisations. Int J Oper Prod Manag 31:1164–1192Google Scholar
  4. Amara N, Landry R, Doloreux D (2009) Patterns of innovation in knowledge-intensive business services. Serv Ind J 29(4):407–430CrossRefGoogle Scholar
  5. Anderson E, Fornell C, Rust R (1997) Customer satisfaction, productivity, and profitability: Differences between goods and services. Mark Sci 16:129–145Google Scholar
  6. Baines T, Lightfoot H, Evans S, Neely A, Greenough R, Peppard J, Wilson H (2007) State-of-the-art in product service systems. Proc Instit Mech Eng Part B J Eng Manuf 221:1543–1552Google Scholar
  7. Barras R (1986) Towards a theory of innovation in services. Res Policy 15:161–173Google Scholar
  8. Beinhocker E (2006) The origin of wealth: evolution, complexity, and the radical remaking of economics. Harvard Business School Press, Boston, MAGoogle Scholar
  9. Bitner M, Ostrom A, Morgan F (2008) Service blueprinting: a practical technique for service innovation. Calif Manag Rev 50(3):66–94CrossRefGoogle Scholar
  10. Boone T (2000) Exploring the link between product and process innovation in services. In: Fitzsimmons JA, Fitzsimmons MJ (eds) New service development: creating memorable experiences. Sage, Thousand Oaks, CA, pp 92–107CrossRefGoogle Scholar
  11. Bryson J, Rubalcaba L, Strom P (2012) Services, innovation, employment and organisation: research gaps and challenges for the next decade. Serv Indus J 32:641–655Google Scholar
  12. Cainelli G, Evangelista R, Savona M (2004) The impact of innovation on economic performance in services. Serv Ind J 24(1):116–130CrossRefGoogle Scholar
  13. Carlborg P, Kindström D, Kowalkowski C (2013) The evolution of service innovation research: a critical review and synthesis. Serv Ind J. doi: 10.1080/02642069.2013.780044 Google Scholar
  14. Castaldi C (2009) The relative weight of manufacturing and services in Europe: an innovation perspective. Technol Forecast Soc Chang 76:709–722CrossRefGoogle Scholar
  15. Castellacci F (2008) Technological paradigms, regimes and trajectories: manufacturing and service industries in a new taxonomy of sectoral patterns of innovation. Res Policy 37:978–994CrossRefGoogle Scholar
  16. Chae B (2012) A framework for new solution development: an adaptive search perspective. Serv Ind J 32:127–149CrossRefGoogle Scholar
  17. Chesbrough H (2011) Open services innovation: rethinking your business to grow and compete in a new era. John Wiley and Sons, New York, NYCrossRefGoogle Scholar
  18. Churchill G (1979) A paradigm for developing better measures of marketing constructs. J Mark Res 16:64–73Google Scholar
  19. Consoli D (2007) Services and systemic innovation: a cross-sectoral analysis. J Institut Econ 3(1):71–89CrossRefGoogle Scholar
  20. Cook DP, Chon-Huat G, Chung CH (1999) Service typologies: a state of the art survey. Prod Oper Manag 8(3):318–338CrossRefGoogle Scholar
  21. Cuthbertson R, Furseth P (2012) The service innovation triangle: a tool to create value through innovation. In: The Proceedings of The XXIII ISPIM Conference. Barcelona, Spain: ISPIMGoogle Scholar
  22. D’Alvano L, Hidalgo A (2011) Innovation management techniques and development degree of innovation process in service organizations. R&D Manag 4:60–70Google Scholar
  23. Davies A (2004) Moving into high-value integrated solutions: a value stream approach. Ind Corp Change 13(5):727–756CrossRefGoogle Scholar
  24. De Vries E (2006) Innovation in services in networks of organizations and in the distribution of services. Res Policy 35:1037–1051Google Scholar
  25. den Hertog P (2000) Knowledge intensive business services as co-producers of innovation. Int J Innov Manag 4:491–528Google Scholar
  26. den Hertog P (2010) Managing service innovation: firm-level dynamic capabilities and policy options. PhD-thesis. University of Amsterdam, AmsterdamGoogle Scholar
  27. den Hertog P, Aa W, De Jong M (2010) Capabilities for managing service innovation: towards a conceptual framework. J Serv Manag 21:490–514Google Scholar
  28. Djellal, F, Gallouj, F (2001) Innovation surveys for service industries: a review. In: European Commission, innovation and enterprise creation: statistics and indicators. European Commission, Luxembourg (EUR 17083), p 70–76Google Scholar
  29. Djellal F, Gallouj F (2008) Measuring and improving productivity in services: issues, challenges and strategies. Edward Elgar, CheltenhamCrossRefGoogle Scholar
  30. Drejer I (2004) Identifying innovation in surveys of services: a Schumpeterian perspective. Res Policy 33:551–562Google Scholar
  31. Droege H, Hildebrand D, Heras Forcada M (2009) Innovation in services: present findings, and future pathways. J Serv Manag 20:131–155Google Scholar
  32. Edvardsson B, Olsson J (1996) Key concepts in new service development. Serv Indus J 16:140–164Google Scholar
  33. EPISIS (2011) European policies and instruments to support service innovation: service typologies and tools for effective innovation policy development. In: Proceedings of PRO INNO Europe: InnonetGoogle Scholar
  34. Expert Panel on Service Innovation in the EU (2011) Meeting the challenge of Europe 2020: the transformative power of service innovation. In: Europe INNOVA, European commission enterprise and industryGoogle Scholar
  35. Forfas (2006) Services innovations in Ireland—options for innovation policy. Forfas, DublinGoogle Scholar
  36. Frenken K (2006) Innovation, evolution and complexity theory. Edward Elgar, CheltenhamGoogle Scholar
  37. Gallouj F, Djellal F (2010) The handbook of innovation and services: a multi-disciplinary perspective. Edward Elgar, CheltenhamCrossRefGoogle Scholar
  38. Gallouj F, Savona M (2009) Innovation in services: a review of the debate and a research agenda. J Evol Econ 19:149–172Google Scholar
  39. Gallouj F, Toivonen M (2011/2012) Elaborating the characteristics-based approach to service innovation: making the service process visible. J Innov Econ 2:33–58Google Scholar
  40. Gallouj F, Weinstein O (1997) Innovation in services. Res Policy 26(4–5):537–556CrossRefGoogle Scholar
  41. Hair J, Anderson R, Tatham R, Black W (1998) Multivariate data analysis, with readings. Prentice-Hall, Englewood Cliffs, NJGoogle Scholar
  42. Hauknes J (1998) Services in innovation—innovation in services. SI4S final report, Step Group, OsloGoogle Scholar
  43. Kauffman S (1993) The origins of order: self-organization and selection in evolution. Oxford University Press, New YorkGoogle Scholar
  44. Leiponen A (2006) Managing knowledge for innovation: the case of business-to-business services. J Prod Innov Manag 23:238–258Google Scholar
  45. Levinthal DA (1997) Adaptation on rugged landscapes. Manage Sci 52:934–950CrossRefGoogle Scholar
  46. Miles I (1993) Services in the new industrial economy. Futures 25:653–672Google Scholar
  47. Miozzo M, Soete L (2001) Internationalization of services: a technological perspective. Technol Forecast Soc Chang 67:159–185CrossRefGoogle Scholar
  48. Nelson R (2003) On the uneven evolution of human know-how. Res Policy 32:909–922Google Scholar
  49. Nelson R, Winter S (1982) An evolutionary theory of economic change. Belknap Press of Harvard University Press, CambridgeGoogle Scholar
  50. NESTA (2009) The innovation index. National Endowment for Science, Technology and the Arts, UKGoogle Scholar
  51. Ng I, Andreu L (2012) Editorial special issue: research perspectives in the management of complex service systems. Eur Manag J 30:405–409Google Scholar
  52. Nijssen E, Hillebrand B, Vermeulen P, Kemp R (2006) Exploring product and service innovation similarities and differences. Res Mark 23:241–251CrossRefGoogle Scholar
  53. Nunally J (1978) Psychometric theory. McGraw-Hill, New YorkGoogle Scholar
  54. OECD (2012) OECD Science, Technology and Innovation Outlook 2012. OECD Publishing, FranceGoogle Scholar
  55. Osterwalder A, Pigneur Y (2010) Business model generation: a handbook for visionaries, game changers, and challengers. John Wiley and Sons, HobokenGoogle Scholar
  56. Parasuraman A, Zeithaml V, Berry L (1985) A conceptual model of service quality and its implications for future research. J Mark 49:41–50Google Scholar
  57. Pavitt K (1984) Sectoral patterns of technical change: towards a taxonomy and a theory. Res Policy 13:343–373CrossRefGoogle Scholar
  58. Porter M, Siggelkow N (2008) Contextuality within activity systems and sustainability of competitive advantage. Acad Manag Perspect 22(2):34–56CrossRefGoogle Scholar
  59. Rapaccini M, Saccani N, Pezzotta G, Burger T, Ganz W (2013) Service development in product-service systems: a maturity model. Serv Ind J 33(3–4):300–319CrossRefGoogle Scholar
  60. Rivkin JW (2000) Imitation of complex strategies. Manag Sci 46:824–844CrossRefGoogle Scholar
  61. Rubalcaba L, Michel S, Sundbo J, Brown S, Reynoso J (2012) Shaping, organizing, and rethinking service innovation: a multidimensional framework. J Serv Manag 23:696–715Google Scholar
  62. Salunke S, Weerawardena J, McColl-Kennedy J (2011) Towards a model of dynamic capabilities in innovation-based competitive strategy: insights from project-oriented service firms. Indus Mark Manag 40:1261–1263Google Scholar
  63. Sampson SE, Froehle CM (2006) Foundations and implications of a proposed unified services theory. Prod Oper Manag J 15(2):329–343CrossRefGoogle Scholar
  64. Saviotti P, Metcalfe J (1984) A theoretical approach to the construction of technological output indicators. Res Policy 13:141–151CrossRefGoogle Scholar
  65. Shostack LG (1977) Breaking free from product marketing. J Mark 41:73–80CrossRefGoogle Scholar
  66. Sundbo J (2003) Innovation and strategic reflexivity: an evolutionary approach applied to services. In: Shavinina L (ed) The international handbook on innovation. Elsevier, Oxford, pp 97–114CrossRefGoogle Scholar
  67. Sundbo J, Orfila-Sintes F, Soerensen F (2007) The innovative behaviour of tourism firms—comparative studies of Denmark and Spain. Res Policy 36:88–106CrossRefGoogle Scholar
  68. Tansik D, Smith W (2000) Scripting the service encounter. In: Fitzsimmons JA, Fitzsimmons MJ (eds) New service development: creating memorable experiences. Sage, Thousand Oaks, CA, pp 239–263CrossRefGoogle Scholar
  69. Tether B (2005) Do services innovate (differently)? Insights from the European Innobarometer Survey. Indus Innov 12:153–184Google Scholar
  70. Toivonen M, Tuominen T (2009) Emergence of innovation in services. Serv Indus J 29:887–902Google Scholar
  71. Trigo (2013) The nature of innovation in R&D- and non-R&D-intensive service firms: evidence from latent class analysis. Indus Innov 20(1):48–68Google Scholar
  72. Van Riel A, Calabretta G, Driessen P, Hillebrand B, Humphreys A, Krafft M, Beckers S (2013) Consumer perceptions of service constellations: implications for service innovation. J Serv Manag 24(3):314–329Google Scholar
  73. Voss C, Zomerdijk L (2007) Innovation in experential services an empirical view. AIM Research, London Business School, LondonGoogle Scholar
  74. Windrum P, García-Goñi M (2008) A neo-Schumpeterian model of health services innovation. Res Policy 37:649–672Google Scholar

Copyright information

© Springer-Verlag London 2015

Authors and Affiliations

  • Matthijs Janssen
    • 1
    • 2
    • 3
    Email author
  • Carolina Castaldi
    • 1
  • Alexander Alexiev
    • 4
  • Pim Den Hertog
    • 3
    • 4
  1. 1.School of Innovation SciencesEindhoven University of TechnologyEindhovenThe Netherlands
  2. 2.Amsterdam Centre of Service Innovation (AMSI)University of AmsterdamAmsterdamThe Netherlands
  3. 3.DialogicUtrechtThe Netherlands
  4. 4.Amsterdam Centre for Service Innovation (AMSI)VU University AmsterdamAmsterdamThe Netherlands

Personalised recommendations