Open Service Innovation: A Systematic Literature Review

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.

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ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review

SSRN Electronic Journal ◽

10.2139/ssrn.3159136 ◽

2016 ◽

Cited By ~ 11

Author(s):

Stefan Kleinschmidt ◽

Christoph Peters ◽

Jan Marco Leimeister

Keyword(s):

Literature Review ◽

Systematic Literature Review ◽

Service Innovation ◽

Service Systems

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Service capabilities within open innovation

Journal of Enterprise Information Management ◽

10.1108/jeim-10-2013-0078 ◽

2015 ◽

Vol 28 (2) ◽

pp. 275-303 ◽

Cited By ~ 19

Author(s):

Noel Carroll ◽

Markus Helfert

Keyword(s):

Literature Review ◽

Open Innovation ◽

State Of The Art ◽

Service Innovation ◽

Content Type ◽

Capability Maturity ◽

Research Areas ◽

Service Capability ◽

Open Service ◽

Practical Implications

Purpose – Open innovation is an emerging paradigm which exposes organisations to networked capabilities and competencies though collaboration relationships. The traditional view of the organisational environment raises concerns regarding the mismatch in the methods used to assess business value and understanding service process maturity. The purpose of this paper is to address this gap. Design/methodology/approach – This paper employs a systematic literature review to present a state-of-the-art literature review with particular focus on the applicability of capability maturity models (CMM) within an open innovation context. Findings – The authors present a conceptual account of our research developments and build on the state-of-the-art which bridges open innovation and CMM. The authors provide a comprehensive discussion on the literature and challenge the applicability of individual organisations evolving through maturity stages. The authors identify a significant gap in the emergence of open innovation and CMM and present a service capability sourcing model (SCSM) to bridge these two research areas. Practical implications – Unpacking the nature of service capabilities allows us to understand the primary components of value co-creation and their contribution towards service maturity within an open service innovation environment. The authors verify the explanation model using a cloud computing scenario within an open service innovation environment. Originality/value – The contribution of this paper is an explanation model of an open service innovation environment through our SCSM. Though an open innovation perspective, the authors examine the nature of service capabilities and the suitability of traditional CMM in a modern service context.

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