服务业创新理论国外相关研究综述

基于国外理论与实践的研究,对创新过程的理解、传统的制造业向服务业转移、服务业创新实证研究、服务行业创新模式的研究进行了理论综述。从服务业创新研究现状看,原有的创新理论与服务业的发展现状已出现较多矛盾:传统的创新理论主要来源于制造业,而制造业创新与服务业相距甚远,所以在服务业领域缺乏规范的实证研究,从而使理论研究缺乏实证依据;服务业的多样性、交叉性及差异性,以及其行业的飞速发展性,使其创新内容、创新类型、创新模式等创新基本理论问题的概念化难度相对较大;服务业的相关研究较为零散,缺乏整体性和系统性。     

Measurement of innovation activities in the knowledge-intensive services industry: a trademark approach

Innovation measurement in the knowledge-intensive services (KIS) industry is very complex, due to a lack of adequate innovation indicators. A rather new empirical approach involves the analysis of trademarks for the measurement. This paper aims to explore the use and relevance of trademarks for service firms. Data from the German section of the ‘Community Innovation Survey’ are used, and a survey with 278 participating firms is conducted. The results of the two independent empirical studies demonstrate that a trademark can be used as an innovation indicator, at least for knowledge-intensive business services (KIBS) and product innovations. The results also illustrate which firm-inside and environmental features explain the use of trademarks as an intellectual property protection measure.     

On innovation patterns and value-tensions in public services

In the innovation studies literature, innovation patterns have been described, such as science-based and practice-based innovation, that vary among industrial sectors. As a consequence, firms become distinguished with respect to their typical innovation pattern. Less attention has been paid to the possibility of intertwined innovation patterns. Focusing on public sector services, this paper argues that intertwined innovation patterns emerge within public services as a response to value-tensions. Values can be defined as measures for beneficial behaviour that guide innovation. Value-tensions in public services include tensions between the political, economic, communal, aesthetic and intellectual values. The contribution of the paper to service innovation research is the emphasis on the concept of intertwined innovation patterns, such as the intertwinement of science-driven and task-driven innovation. Furthermore, the paper contributes by pinpointing how varied values guide innovation in public services.     

When are strategic orientations beneficial for collaborative service innovation?

Despite the importance of collaborative innovation, the existing literature tends to be somewhat vague in identifying when strategic orientations are beneficial for service innovation between a focal firm and its business partners. The purpose of this study is to examine the relative effects of four strategic orientations (market, service, interaction, and learning) on collaborative service innovation performance, while considering the contextual factor of service offerings (basic installed base, maintenance, operational, and professional). Results based on survey data from 362 paired B2B firms show that learning orientation has the strongest effect on collaborative service innovation performance, and is the most effective for basic installed base services and maintenance services. In contrast, interaction orientation best supports those firms with operational services, while market and service orientations are more effective for professional services. Managers are advised to consider alternative strategic orientations individually aligned with service offerings to achieve desired collaborative service innovation outcomes.     

Review and future directions of cross-cultural consumer services research

It is widely recognized that an increasing number of service firms are expanding into international markets. Many studies in the services marketing literature have focused on the identification and discussion of similarities and/or differences in consumer service experiences across nations and cultures. In this paper we review the relevant literature, address conceptual and methodological issues associated with extant cross-cultural consumer services research and suggest theories and approaches in regards to future research in the area. In addition, we introduce and discuss the concept of “cultural service personality” as a potential new theoretical perspective.     

基于服务质量形成模式的服务创新模型

服务创新是推动服务业发展的强大动力,同时对增强制造业企业的竞争力有重要作用。由于服务质量形成模式与一般产品质量形成模式的差别,服务创新与制造业技术创新在创新内容和形式上有所不同,关键在于创新维度的不同。通过对基于服务质量形成模式的服务创新四维度模型的探讨,识别了服务企业创新活动包含的四个一般性维度及其关联。     

服务创新与服务忠诚关系模型——基于餐饮业的实证研究

以餐饮业为调研对象,用结构方程模式方法对服务创新与服务忠诚关系模型作实证研究。结果表明:人员服务过程和有形展示对服务忠诚的形成具有重要的作用;服务的有形附属产品创新对于服务忠诚的形成无显著作用;服务创新对服务忠诚的作用分别通过服务质量和感知价值来实现。     

The evolution of service innovation research: a critical review and synthesis

The number of service innovation articles has increased dramatically in the past 25 years. By reviewing 128 articles published between 1986 and 2010, primarily in leading marketing and innovation journals, this study analyzes the progression of service innovation research according to topicality and perspective. The authors summarize prior research by clustering it into three evolutional phases and drawing parallels with the evolution of the wider services marketing field. Overall, the view of service innovation has evolved, from a complement of traditional product innovation to a multidimensional, all-encompassing notion that entails several functions, both within and outside the firm.     

Employee involvement in ideation and healthcare service innovation quality

ABSTRACT

This study hypothesizes and empirically tests the influence of involvement of (1) frontline employees and (2) top managers in ideation process on healthcare service innovation quality. Based on data from 168 service innovation projects in Dutch healthcare organizations, the empirical results indicate that frontline employee involvement and top management involvement in, respectively, idea generation and idea application both improve the quality of healthcare service innovation. We find that the positive effect of frontline employee involvement is stronger under the condition of higher service innovativeness. In the direct relationship of top management involvement and healthcare service innovation quality, our data do not show such a moderating effect. The key and general managerial implication of the findings is that healthcare organizations are inspired to involve frontline employees in the idea generation processes and involve top managers in the idea application processes of service innovation projects, in order to improve innovation quality.     

Process of customer interaction during new service development in an emerging country

Globalization has a major impact on the practice of innovation across a wide range of service industries. Yet, only limited attention has been paid to the issue of service innovation in a global context. To address this critique of the literature, a case study of new service development and customer interaction was conducted in a multinational financial services firm based in the USA. The case study investigates the development of new services with inputs from company's customers in India. It also traces the roles of local Indian subsidiary and local managers in developing and managing the overall service innovation process.     

Novelty-focussed document mapping to identify new service opportunities

Successful innovation in services is considered a key factor for organisational sustainability. However, existing customer- and expert-centric approaches are becoming time-consuming and labour-intensive as the number and complexity of services increase. To counter this, an instrument for service opportunity analysis based on quantitative data and systematic processes is proposed in line with the notions of service engineering. At the heart of the suggested approach is text mining to extract the meanings of service documents and the local outlier factor to identify novel services based on quantitative indicators. A case study of mobile services is exemplified. The suggested approach promotes consensus building for promising service opportunities and enhances the efficiency of the fuzzy front-end stages of new service development.     

Inter-firm relational resources in cloud service adoption and their effect on service innovation

This study examines (1) inter-firm relational resources for cloud service adoption and (2) their effects on service innovation. A research model and the related hypotheses are developed based on resource-advantage (R-A) theory that combines inter-firm relational resources identified in theoretical and empirical research as important antecedents of cloud service adoption and its effect on service innovation. This study collects data from 165 managers from service firms in Taiwan. The results show that resources, including reliability, cost, and compatibility significantly affect a firm’s cloud service adoption. Furthermore, the adoption of cloud service significantly contributes to service innovation. The findings add to the current understanding of service innovation in two important ways. First, drawing on R-A theory, this study is among the first attempts to identify inter-firm relational resources (reliability, cost, compatibility, and customer orientation) for cloud service adoption and their effect on innovation performance. Second, this study introduces cloud services as effective technological platforms for a firm and its business partners to share, integrate, and reciprocate information, knowledge, and experience for service innovation.     

服务模块化的研究现状及发展趋向

自20世纪90年代以来,模块化思想被西方企业界广泛应用于组织设计之中;在当今服务经济和服务性组织大势兴起的背景下,有关服务模块化的研究逐渐成为学界的前沿和热点。文章运用规范分析和文献研究的方法,梳理、剖析了服务模块化的理论研究成果。研究发现：国内外学者主要围绕着服务模块化的形成、分工、组织及其治理、价值创新四条主线展开;现有的研究方法多为定性经验型和概念型,实证应用型研究不足;把规范研究和实证研究方法结合起来,从宏观产业组织和微观服务系统等多维角度来分析服务模块化是未来研究的大体走向。     

The impact of service innovation on firm-level financial performance

This article empirically investigates if firms focusing on service innovation perform better financially than firms not focusing on service innovation. Analysis of the financial performance of 3575 Norwegian firms in the manufacturing industries supports the proposition that firms focusing on service innovation have significantly higher growth of operating results than firms not focusing on service innovation. However, this proposition is not supported in a corresponding analysis of 1132 Norwegian firms in the service industries. We elaborate on these results by investigating a variety of performance measures and by comparing the effects of service innovation between manufacturing and service industries. The article contributes to the service innovation measurement literature and to a better general understanding of the determinants of service innovation performance effects.     

会计服务业服务创新模式的多案例研究

通过创新提升我国会计服务业的行业竞争力是迫切的现实需要,创新模式的研究是创新研究的基础,而现有服务创新模式缺乏应有的理论支撑。本文按照多案例研究方法,采用扎根理论的方法分析案例资料,对会计服务业的服务创新模式进行了探索性研究,得出先导型服务创新模式和反应型服务创新模式两类典型的服务创新模式,并对其内涵和特征进行深入剖析,还揭示了两类模式之间的相互关系和作用。本文为会计服务业的创新活动提供了直接的指导,并扩展了服务创新模式的研究。     

Requirements for developing green services

Innovating with services and integrating sustainability in economics are research issues of increasing importance. Green services are a recently relevant type in service research combining both fields. The potential seen in ecologically sustainable services is high, while a comprehensive approach in new service development is still missing. Based on an empirical study, a set of requirements for developing green services is introduced, considering specific criteria of ecological sustainability.     

Interactions,innovation, and services

Although research has acknowledged the importance of supplier–buyer relationships for goods innovation, empirical evidence on the extent and nature of the effects of original equipment manufacturing (OEM) supplier–buyer relationships on service innovation remains scarce. Based on a survey of 152 suppliers in Taiwan, this study concludes that the interaction orientation of OEM suppliers is a key factor influencing the development of two competencies: joint innovation competence and cross-functional information dissemination competence. These two competencies contribute to OEM suppliers’ exploitative service innovation and explorative service innovation, respectively. In other words, applying a resource-based view, this study provides clarity regarding the linkages shown below (an organization’s strategic orientation influences its development of organizational capabilities and results in organizational performance) for the purpose of exploring the relationship between interaction orientation and service innovation.     

基于产业互动的制造业物流服务创新研究

制造业与物流业互动发展有利于推动物流服务创新和产业协同发展。文章首先应用核心竞争力、协同效应、共生等理论对制造业与物流业的互动机制进行了分析,然后分析了产业互动对物流服务创新的影响,研究发现制造业和物流业的互动可以有效促进物流服务创新并实现制造业与物流业共同发展。最后,基于产业互动提出了制造业物流服务创新的模式,包括提供物流增值服务、实施全程供应链管理、发展产业物流,并提出了制造业物流发展的对策建议。     

Service providers’ sustainable service innovation: service-dominant logic

This study examined the service innovation in different service providers with multiple case-study approach. From the perspective of service-dominant logic, four service innovation development models can be distinguished in Technology Development Program companies in Taiwan, including service system integrator and niche market, innovative service solution provider and niche market, innovative service solution provider and mass market, and service system integrator and mass market. Service providers develop ICT platforms, customer relationship management systems, community commerce services, and multi-channel services that are appropriate for a specific industry. On the one hand, active improvement of ICT service system integration extends company capabilities toward external cooperative partners through the provision of integrated product services and comprehensive solutions. On the other hand, innovative service solutions optimize consumer experience and customer relationship management and improve business effectiveness and reduce operations costs due to an important role assigned to services and experience in product sales.     

Innovation patterns and their effects on firm performance

This study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms’ major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: ‘service delivery-based high-technology', ‘service delivery and customer interaction-integrated', ‘customer interaction-based high-technology', and ‘strongly balanced’ innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance. Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance.