A service science framework to enhance value creation in service innovation projects. An RFID case study |
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Authors: | C. Dominguez-Péry B. Ageron G. Neubert |
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Affiliation: | 1. University of Grenoble, IAE, CERAG laboratory – Domaine universitaire—B.P. 47, 38040 Grenoble Cédex 9, France;2. University of Grenoble, IUT Valence, CERAG Laboratory – Rue Barthelemy de Laffemas, 26 000 Valence, France;3. LSTI/ESC Saint-Etienne, 51-53 Cours Fauriel, 42009 St Etienne Cedex, France |
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Abstract: | This paper describes an IT-driven service innovation with an in-depth case study. The case study shows the different stages of RFID implementation in the jewellery supply chain of a retailer including all stakeholders. Based on a review of the literature on service engineering, information systems and management, we propose a framework to enhance IT-driven service innovation. Service science lacks procedures, methods and tools for developing new services. The main contributions of this paper lie in proposing a framework that supports service innovation in an IT-driven case. We illustrate our framework with an in-depth case study and infer lessons that can be useful to managers who wish to duplicate IT-driven service innovation for RFID technology. This framework includes both strategic and operational dimensions to help managers anticipate key challenges and pitfalls in service innovation projects. |
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