Title: Service innovation capabilities: what are they?

Authors: Lidia Gryszkiewicz; Eleni Giannopoulou; Pierre-Jean Barlatier

Addresses: Centre de Recherche Public Henri Tudor, Grand Duchy of Luxembourg, 29, Avenue John F. Kennedy, L-1855, Luxembourg ' Centre de Recherche Public Henri Tudor, Grand Duchy of Luxembourg, 29, Avenue John F. Kennedy, L-1855, Luxembourg ' Centre de Recherche Public Henri Tudor, Grand Duchy of Luxembourg, 29, Avenue John F. Kennedy, L-1855, Luxembourg

Abstract: As innovation is of crucial importance in services, service-intensive organisations should pay attention to the management of their new service development capabilities. Still, academics have so far been focusing on predominantly conceptual discussions regarding the core definition of organisational capability, rather than on investigating what concretely constitutes specific capabilities, let alone in the service innovation context. Therefore, based on a literature review, as well as 34 exploratory interviews in several service-intensive highly innovative organisations, we have created a mapping of concrete service innovation capabilities and related practices, approached from a strategy, resource and process perspective. Our goal is to allow for a better understanding and management of service innovation capabilities, combining both theoretical and practical perspectives.

Keywords: service innovation; innovation capability; capabilities mapping; new service development; NSD.

DOI: 10.1504/IJSEM.2013.051857

International Journal of Services, Economics and Management, 2013 Vol.5 No.1/2, pp.125 - 153

Received: 31 May 2012
Accepted: 16 Oct 2012

Published online: 02 Feb 2013 *

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