Ferramentas de inovação de serviços: uma revisão da literatura

Abstract

Objective of the study: This research aims to systematically review the frameworks (i.e. tools) proposed and applied by the literature on service innovation.Methodology / approach: The methodology is based on a systematic literature review, which included two main steps. The former revisited the work of Carlborg, Kindstrom, and Kowalkowski (2014), in which 28 articles were fully analyzed, whereas the latter comprised a complete novel bibliography review employing the Science Direct database, in which 109 articles were fully analyzed. Originality / Relevance: Overall, 87 Service Innovation Tools (SIT) were identified, analyzed, and classified concerning service innovation stages and sector contexts. Besides, the topics of New Service Development (NSD), Service Engineering (SE), and Service Design (SD) were discussed, especially regarding the main stages of the service innovation process.Main results: Results show that 87 SIT were applied in several sectors such as healthcare, education, tourism, among others.Theoretical / methodological contributions: This paper contributes to the literature on both services and innovation by examining a common-ground and under-researched topic: service innovation tools.Social / management contributions: Practitioners may benefit from an overall panorama of service innovation tools available for idea generation, analysis requirements definition, and conceptual design.