Exploring dualities of service innovation: Implications for service research

Witell, LarsLinköpings universitet,Karlstads universitet,Centrum för tjänsteforskning (from 2013),Linkoping Univ, Dept Business Adm, Linkoping, Sweden,Företagsekonomi,Filosofiska fakulteten,Karlstad University, Sweden (författare)

Exploring dualities of service innovation : Implications for service research

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.

Anderson, LaurelArizona State Univ, WP Carey Sch Business, Tempe, AZ USA.;Arizona State Univ, Ctr Serv Leadership, Tempe, AZ USA.,Arizona State University, AZ USA; (författare)
Brodie, Roderick J.Univ Auckland, Sch Business, Mkt, Auckland 1, New Zealand.,University of Auckland, New Zealand (författare)
Colurcio, MariaMagna Graecia Univ Catanzaro, Dept Law Hist Econ & Social Sci, Catanzaro, Italy.;Univ Caxias do Sul, Innovat Management, Caxias Do Sul, Brazil.,Magna Graecia University of Catanzaro, Italy; University of Caxias do Sul, Brazil (författare)
Edvardsson, BoKarlstads universitet,Centrum för tjänsteforskning (from 2013),Karlstad University, Sweden(Swepub:kau)boedvard (författare)
Kristensson, PerKarlstads universitet,Centrum för tjänsteforskning (from 2013),Karlstad University, Sweden(Swepub:kau)perkrist (författare)
Lervik-Olsen, LineNorwegian Business Sch, Dept Mkt, Oslo, Norway. (författare)
Sebastiani, RobertaUniv Cattolica Sacro Cuore, Dept Management, I-20123 Milan, Italy.,University of Cattolica Sacro Cuore, Italy (författare)
Andreassen, Tor WallinNHH Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway.,NHH Norwegian School Econ, Norway (författare)
Karlstads universitetCentrum för tjänsteforskning (from 2013) (creator_code:org_t)

Ingår i:Journal of Services Marketing: EMERALD GROUP PUBLISHING LTD29:6-7, s. 436-4410887-6045

Av författaren/redakt...: Witell, Lars; Anderson, Laurel; Brodie, Roderick ...; Colurcio, Maria; Edvardsson, Bo; Kristensson, Per; visa fler...; Lervik-Olsen, Li ...; Sebastiani, Robe ...; Andreassen, Tor ...; visa färre...

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