A Conceptual Framework of Service Innovation and Its Implications for Future Research

Abstract

The service sector is the most important and fastest growing business sector of developed countries nowadays. However, a lack of conceptual foundation for service science and service innovation is identified. This paper aims at closing this gap, indicating important topics for future research in the field of service innovation. A research portfolio, classifying research questions to be addressed, is developed on the basis of a conceptual framework for service innovation research. The portfolio characterizes research topics and challenges regarding "rigor and relevance", thus enhancing the scientific base of service innovation. A three step approach is utilized to generate the portfolio. First, a general service innovation and transformation model is developed. This model is based on general systems theory, following an ITO (input - throughput - output) approach, including a feedback loop as well as environmental aspects. The model outlines relevant aspects for the generation and exploitation of service innovations. Second, related research questions are derived from literature and interviews with experts. The research questions are assigned to corresponding sections of the service innovation transformation model. Third, a wide-spread survey among service researchers is conducted. The survey provides the basis to build the research portfolio, allocating each single research question. Summarizing the findings from the survey and the insights depicted in the research portfolio, specific research challenges to enhance the knowledge base of service innovation are shown. Among other important topics, the results reveal a need for further research regarding strategic foresight, design thinking, technology adaption, and service innovation evaluation.