Strategic innovation in service industries: Managing shifting boundaries

Open Access
Authors
Publication date 2010
Host editors
  • J. Chen
Book title Proceedings of ICSSSM’10, June 28-30, 2010, Tokyo, Japan
ISBN
  • 9781424464876
Event 2010 7th International Conference on Services Systems and Services Management (ICSSSM’10), Tokyo, Japan
Publisher IEEE
Organisations
  • Faculty of Economics and Business (FEB) - Amsterdam Business School Research Institute (ABS-RI)
Abstract
Much of the strategic innovation in service industries can be understood in the context of the shifting boundaries between companies and between firms and their customers. We identify three phases of innovation in modern service industries. All three enabled and triggered by advancements in information technology. The current phase of Service Innovation 3.0 is characterized by open networks between firms and between firms and customers. The paper ends by highlighting a number of dilemmas linked to the challenges of managing service innovation successfully in a world of shifting boundaries and exploding service systems.
Document type Conference contribution
Language English
Published at https://doi.org/10.1109/ICSSSM.2010.5530210
Downloads
336081.pdf (Final published version)
Permalink to this page
Back