Service innovation by SME
by Lorna Uden, Marja Naaranoja
International Journal of Web Engineering and Technology (IJWET), Vol. 5, No. 3, 2009

Abstract: Service innovation is important in today's world economy. It is the current focus of many businesses. The reason is that services today represent 80% of most developed countries' GDP and a growing percentage of the developing countries' GDP. Organisations today can no longer compete solely on providing superior service on their core products, instead, they must move into customer relationship management through the co-evolution of memorable experiences with their customers. This means providing better services for their customers. SMEs are a breeding ground for service innovation. Currently there is very little literature existing concerning the role of SMEs in service innovation. This paper aims to shed some light on identifying the drivers for the application of service innovation for SMEs using a case study from Finland. The case study shows the processes that are important for an SME in service innovation. Central to this is the importance of co-creation of value between provider and customers based on the service dominant logic of marketing. In the paper, emphasis is put on the importance of sustaining relationship with customers by constantly focusing on the quality of customer interactive experiences with the provider to maintain the co-creation of value.

Online publication date: Sun, 17-Jan-2010

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Web Engineering and Technology (IJWET):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com