The DOI matches its Crossref record; its reference list is not available.
Service Innovation: A New Conceptualization and Path Forward
Open accessAbstract
Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should by now have reached maturity and created a strong theoretical basis. However, there is no coherent theoretical framework that captures all the facets of service innovation, and to move service innovation research forward, we must revisit the key assumptions of what an innovation is. To enable this, the present article addresses three fundamental questions about service innovation: (1) What is it and what is it not? (2) What do we know and what do we not know? and (3) What do we need to know to advance service research? By doing so, this article offers an updated and comprehensive definition of service innovation and provides a research agenda to suggest a path forward.
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
Citations
No citation lists for this paper
No citation lists for this paper yet — checked again daily.
References 7 · Cited by 172
Metadata
- Authors
- Gustafsson, A., Snyder, H., & Witell, L.
- Affiliations
- BI Norwegian Business School (NO)
- Linköping University (SE)
- Corresponding author
- Gustafsson, Anders
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2020-03-03
- Volume
- 23
- Issue
- 2
- Pages
- 111-115
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W3009165041
- Cited by
- 172
- References
- 7
- Citations by year
- 2026: 15 · 2025: 31 · 2024: 29 · 2023: 35 · 2022: 35 · 2021: 19 · 2020: 8
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Service Research (publishedVersion)
- NORA - Norwegian Open Research Archives (submittedVersion, other-oa)
- Research Explorer (The University of Manchester) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Strategy and Management › Business Strategies and Innovation
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Keywords
- service innovation, definition of innovation, concept of innovation, theoretical framework, research agenda, service business models, market creation, service research
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
