“Service Innovation: Managing Innovation from Idea Generation to Innovative Offer”
“Service Innovation: Managing Innovation from Idea Generation to Innovative Offer” Date: August 2010 Author: A.H. (Hanneke) Vos University of Twente Faculty of Management and Governance Master thesis, Business Administration, Service Management Track Supervisory committee Internal supervisors: prof.dr.ir. L.J.M. Nieuwenhuis, University of Twente prof.dr. C.P.M. Wilderom, University of Twente External supervisor: F.D. Spaargaren Msc Exser, Dutch centre for service innovation prof.dr. F. Kwakman, Nyenrode Business University dr. M.J. Flikkema, VU Amsterdam Project initiator: Exser, Dutch centre for service innovation Page 1 van 91 Abstract This descriptive report has explored the relation between management in service firms, service characteristics and firm characteristics during the innovation processes of service firms operating at the Dutch market. The research items have been profiled on the basis of a theoretical review of the service management literature. Differences in definitions, typologies, approaches, schools of thought, characteristics, innovation types, dominant innovation motives, service design, organizational features and management have been considered, and it is proposed that the organization of an innovation process within service firms is contingent with the type of service offered. The report concentrates on the relation between service firm characteristics, service characteristics and management aspects of the innovation process within service firms. In order to highlight these differences, the service framework of Slivestro et al. 1992, extended with a new description “installation service” and the innovation descriptions of the community innovation survey (CIS) extended with the new description “recombinatorial innovation” are used to guide the research activities. Research in service innovation is highly relevant since great changes take part in this growing industry.
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