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Operationalisation of service innovation: a systems thinking approach

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journal contribution
posted on 08.12.2017, 11:49 by Ayham A.M. Jaaron, Chris Backhouse
This 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 Journal

Volume

38

Issue

9/10

Pages

561-583

Citation

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 & Francis

Version

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

15/11/2017

Publication date

2017-12-05

Copyright date

2018

Notes

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/10.1080/02642069.2017.1411480

ISSN

0264-2069

eISSN

1743-9507

Language

en

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