Towards a theory of service innovation : an inductive case study approach to evaluating the uniqueness of services

Much of the innovation literature focuses exclusively on product-oriented companies. While scholars have begun researching innovation in service companies, the field of service innovation remains undeveloped and relatively immature. This paper begins with a summary of the various differences that distinguish services and products-building a key framework for analyzing services proposed by Bitran and Lojo (1993). Case studies of three service companies then present detailed information regarding seven specific innovation decisions. The paper compares, contrasts, and integrates these seven innovation decisions to develop three testable propositions suggestive of a service innovation theory. I conclude by drawing attention to future research that might advance the development of service innovation theory and the ultimate generation of a general innovation theory that incorporates both products and services.

Department dc:contributor.department

Sloan School of Management.

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2005

Author dc:creator

• Mansharamani, Vikram, 1974-

Advisor dc:contributor.advisor

• Michael Cusumano.

• Sloan School of Management.

Statement dc:rights

• M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

en_US

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/28828

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/28828