Title: The service innovation triangle: a tool for exploring value creation through service innovation

Authors: Peder Inge Furseth; Richard Cuthbertson

Addresses: Department of Innovation and Economic Organisation, BI Norwegian Business School, Nydalsveien 37, 0442 Oslo, Norway ' Saïd Business School, University of Oxford, OX1 1HP, UK

Abstract: This paper provides a new framework for service innovation based on an extensive literature review, semi-structured interviews with some of the best known thinkers and practitioners in the field of innovation, as well as supported through case study analysis, in order to identify the components of service innovation and their interrelationships, especially with respect to creating value through the innovative management of business models, service systems and the resulting customer experiences. The result of this research is the service innovation triangle, a simple but rich model, consisting of nine integrated elements in three layers. The service innovation triangle can be used by firms to explore innovation opportunities for themselves, customers, and suppliers, as well as providing a foundation for future research in the area of service innovation.

Keywords: service innovation; business modelling; service systems; services; customer experiences; people; core assets; technology marketing; value creation.

DOI: 10.1504/IJTMKT.2013.054082

International Journal of Technology Marketing, 2013 Vol.8 No.2, pp.159 - 176

Received: 26 Jul 2012
Accepted: 14 Feb 2013
Published online: 28 Feb 2014 *

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