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Manufacturers' service innovation efforts: from customer projects to business models and beyond
chapterposted on 2022-02-16, 09:03 authored by Victoria StoryVictoria Story, Judy Zolkiewski, Jamie Burton, Chris Raddats
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.
- Business and Economics
Published inThe Palgrave Handbook of Servitization
Pages419 - 436
PublisherPalgrave Macmillan, Cham
- AM (Accepted Manuscript)
Rights holder© The Author(s), under exclusive license to Springer Nature Switzerland AG
Publisher statementThis chapter was accepted for publication in the book The Palgrave Handbook of Servitization and the definitive published version is available at https://doi.org/10.1007/978-3-030-75771-7_27.