Manuscript_SIJ_JaaronBackhouse.pdf (163.65 kB)
Operationalisation of service innovation: a systems thinking approach
journal contribution
posted on 2017-12-08, 11:49 authored by Ayham A.M. Jaaron, Chris BackhouseThis paper initialises an effort to explore the impact of an innovative systems thinking approach for service operations design on creating innovation. A qualitative exploratory case study approach in two of the UK’s service sector departments was conducted, using face-to-face semi-structured interviews, focus groups, and extractions from both observations and documents. The results identify that operationalising service innovation is positively linked with applying the Vanguard Method for service operations design. Twelve micro-determinants for service innovation operationalisation have been identified that reside at three different levels in the service organisation, namely employees level (i.e. Micro), the functional level (i.e. Meso), and corporate level (i.e. Macro). The value of this paper is the introduction of a step-by-step guidance on how to build service operations design to operationalise service innovation, the paper also theorises service innovation with systems thinking methodology that emphasises holistic, multi-disciplinary, and integrative characteristics of the service system.
History
School
- Mechanical, Electrical and Manufacturing Engineering
Published in
The Service Industries JournalVolume
38Issue
9/10Pages
561-583Citation
JAARON, A.A.M. and BACKHOUSE, C.J., 2017. Operationalisation of service innovation: a systems thinking approach. The Service Industries Journal, 38(9/10), pp.561-583.Publisher
© Taylor & FrancisVersion
- AM (Accepted Manuscript)
Publisher statement
This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/Acceptance date
2017-11-15Publication date
2017-12-05Copyright date
2018Notes
This is an Accepted Manuscript of an article published by Taylor & Francis in The Service Industries Journal on 05 Dec 2017, available online: https://doi.org/10.1080/02642069.2017.1411480ISSN
0264-2069eISSN
1743-9507Publisher version
Language
- en