The management of service innovation: an empirical investigation
by Ulrike Seegy, Ronald Gleich, Andreas Wald, Paul Mudde, Jaideep Motwani
International Journal of Services and Operations Management (IJSOM), Vol. 4, No. 6, 2008

Abstract: The primary objectives of this study were to analyse the role of innovations in the service sector, to analyse how innovation activities are organised and to identify the factors of success. A survey among 1450 service firms, each employing more than 500 employees, from different industries (e.g., wholesale and retail, transportation and communication, financial services, IT and consultancy) was used to collect the data. The findings indicate that a defined innovation strategy, the existence of an innovation management system, an innovation-oriented corporate culture and a clear performance measurement system for new services contribute strongest to the success of new services and to the overall success of the company.

Online publication date: Mon, 16-Jun-2008

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