Manufacturers’ Service Innovation Efforts: From Customer Projects to Business Models and Beyond

Story, Vicky M, Zolkiewski, Judy, Burton, Jamie and Raddats, Chris ORCID: 0000-0003-3206-4343
(2021) Manufacturers’ Service Innovation Efforts: From Customer Projects to Business Models and Beyond. In: The Palgrave Handbook of Servitization. Springer International Publishing,London, pp. 419-436. ISBN 9783030757700

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This chapter addresses gaps in the literature about service innovation for servitization by developing a framework of service innovation activities across three dimensions. This research framework provides a basis for theory development since it enables the relationships between key concepts in the field to be articulated and classified. The framework proposed offers a mechanism for both classifying innovation efforts and developing an understanding of the interlinkages between the dimensions explored. It highlights that servitization efforts involve a balance of developing the right incremental and radical services; which match with the firm-level service strategy (from product-centric, through hybrid to service-centric); and that decisions should be seen in the context of the multiple levels that servitization operates at (micro—individual projects; meso—service offering portfolios and business models; and macro—industry-wide ecosystem elements and beyond). In articulating potential interactions between three key service innovation dimensions, the framework offers a systematic research agenda for servitization researchers, that provides a foundation for exploring how these factors and their interactions affect the service innovation–performance relationship.

Item Type: Book Section
Divisions: Faculty of Humanities and Social Sciences > School of Management
Depositing User: Symplectic Admin
Date Deposited: 03 Aug 2021 08:15
Last Modified: 01 Sep 2023 01:30
DOI: 10.1007/978-3-030-75771-7_27
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