The evolution of service innovation research: a critical review and synthesis |
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| Authors: | Per Carlborg Daniel Kindström Christian Kowalkowski |
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| Affiliation: | 1. Department of Management and Engineering, Link?ping University, Link?pingSE-581 83, Swedenper.carlborg@liu.se;3. Department of Management and Engineering, Link?ping University, Link?pingSE-581 83, Sweden;4. Department of Marketing, CERS – Centre for Relationship Marketing and Service Management, Hanken School of Economics, PO Box 479, Helsinki FIN-00101, Finland;5. Department of Management and Engineering, Link?ping University, Link?pingSE-581 83, Sweden |
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| Abstract: | 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. |
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| Keywords: | review article service innovation product innovation service development |
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