Towards Managing Smart Service Innovation: A Literature Review

This paper aims aimed to present the trends of the literature review in internal marketing and service innovation between 1990 and 2016. The significant reason to conduct this research is that significant variables of internal marketing to link with service innovation are not clearly defined. This research yielded 22 systematic reviews of articles in the Scopus library and adopted a thematic analysis to analyze the data collected. This study provides provided answers to research questions by elaborating on overall trends, objectives, theoretical framework, methodologies, and potential variables that strongly connect between internal marketing and service innovation. While sample sizes are limited to this paper, it suggests suggested fruitful recommendations for future research to overcome this limitation. This research has had two practical implications for managers to redefine their roles and the relationship between members of the organization and to help managers and the firms to consider internal marketing efforts towards motivation, organizational culture, and organizational learning.

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Value Drivers For Smart Service Technology

10.32920/ryerson.14647254.v1 ◽

2021 ◽

Author(s):

Lauren Halloran

Keyword(s):

Decision Making ◽

Service Industry ◽

Service Innovation ◽

Value Drivers ◽

Smart Services ◽

Smart Service

The service industry is rapidly expanding. Organizations that do not innovate through services will be unable to effectively compete in the current marketplace (Bitner et al., 2008). In response, OEMs have developed smart services. Smart services are preemptive actions that are taken by the manufacturers of connected devices based on information collected from sensors embedded in the machines. The success of this service innovation depends on the vendor’s ability to understand and address its clients’ value drivers (Spohrer and Maglio, 2008). This study attempts to understand the factors that lead a customer to value and adopt smart services in the building efficiency industry. The results will show that smart services in the building efficiency industry are valued when the offerings are appropriate for a client’s size; improve on existing decision making technology; are easy to implement; and are believable and reliable.

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Service Innovation in the Hospitality Industry

International Journal of Innovative Technology and Exploring Engineering - Special Issue ◽

10.35940/ijitee.l1192.10812s19 ◽

2019 ◽

Vol 8 (12S) ◽

pp. 856-862

Keyword(s):

Literature Review ◽

Hospitality Industry ◽

Success Factors ◽

Far East ◽

Service Innovation ◽

Research Attention ◽

Innovative Products ◽

Significant Research ◽

Hospitality Firms ◽

Innovation Patterns

The notion of service innovation has gained significant source of competitive advantage to any organization, in general, and also to firms in the hospitality industry. Any organization desiring to succeed must continually seek to create innovative products or services to gain and sustain an edge in the increasingly competitive market environment. This paper reviews extant literature associated with service innovation from two perspectives. A general literature review of the concepts associated with service innovation is performed drawing attention to such items as, the concept of service innovation; the definitions of service innovation; the differences between product and service innovation; the dimensions of service innovation; the drivers of service innovation; patterns of service innovation; effects of service innovation; and service innovation success factors. Second, a literature review associated with service innovation in the hospitality industry is undertaken. This latter review draws attention to the benefits of service innovation in the hospitality industry; the types of innovations in hospitality firms; and summarizes the findings of recent studies on service innovation in hospitality firms. Overall, the study found evidence of significant research attention to service innovation in the context of services in the hospitality industry. Moreover, it was found that some regions or countries, such as Europe and the Far East (Taiwan, in particular) appeared to be the recipients of greater attention in service innovation literature associated with the hospitality industry

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Iterative uncertainty reduction in multi-actor smart service innovation

Electronic Markets ◽

10.1007/s12525-021-00500-4 ◽

2021 ◽

Author(s):

Jens Poeppelbuss ◽

Martin Ebel ◽

Jürgen Anke

Keyword(s):

Systems Engineering ◽

Service Innovation ◽

Uncertainty Reduction ◽

Service Systems ◽

Systems Research ◽

Information Systems Research ◽

Perspective Drawing ◽

Smart Service ◽

Innovation Processes ◽

Multiple Actors

AbstractSmart service innovation is the process of reconfiguring resources, structures, and value co-creation processes in service systems that result in novel data-driven service offerings. The nature of such offerings requires the involvement of multiple actors, which has been investigated by a few studies only. In particular, little is known about the multiple actors’ efforts to manage uncertainty in the process of establishing smart service systems. Empirically grounded in data from 25 interviews with industry experts, we explore how organizations act and interact in smart service innovation processes. For our data analysis, we adopt a microfoundational view to derive a theoretical model that conceptualizes actor engagement as a microfoundation for iterative uncertainty reduction in the actor-to-actor network of the smart service system. Our study contributes to information systems research on service systems engineering and digital transformation by explaining smart service innovation from both a multi-actor and a multi-level perspective, drawing on service-dominant (S-D) logic and microfoundations as well-established theoretical lenses.

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THE FIRM-LEVEL EFFECTS OF SERVICE INNOVATION: A LITERATURE REVIEW

International Journal of Innovation Management ◽

10.1142/s1363919610002878 ◽

2010 ◽

Vol 14 (05) ◽

pp. 759-794 ◽

Cited By ~ 11

Author(s):

TOR HELGE AAS ◽

PER E. PEDERSEN

Keyword(s):

Systematic Review ◽

Literature Review ◽

Business Process ◽

Causal Model ◽

Service Innovation ◽

Review Of Literature ◽

Firm Level ◽

Innovation Activities ◽

Performance Effects ◽

Process Effects

Despite the importance of service innovation, its effects have been given relatively little explicit attention in the extant literature. Instead, researchers often implicitly assume that firm-level service innovation activities result in a number of positive financial and other effects. This paper conducts a systematic review of literature on the firm-level effects of service innovation and attempts to identify and categorize the effects suggested in the literature. The review reveals a considerable number of potential firm-level service innovation effects that have been discussed in extant research. We suggest that they may be divided into five effect categories: (1) business process effects, (2) capability effects, (3) relationship effects, (4) financial performance effects and (5) competitiveness effects. The findings suggest directions for further research that aims to develop a causal model of service innovation effects.

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