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Cited by 1,949Service and Product InnovationInnovation and Knowledge ManagementService-Oriented Architecture and Web Services

Service Innovation: A Service-Dominant Logic Perspective1

Lusch, Robert F., Nambisan, Satish·2015·MIS Quarterly
DOI 10.25300/misq/2015/39.1.07
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Abstract

In this article, we offer a broadened view of service innovation—one grounded in service-dominant logic—that transcends the tangible–intangible and producer–consumer divides that have plagued extant research in this area. Such a broadened conceptualization of service innovation emphasizes (1) innovation as a collaborative process occurring in an actor-to-actor (A2A) network, (2) service as the application of specialized competences for the benefit of another actor or the self and as the basis of all exchange, (3) the generativity unleashed by increasing resource liquefaction and resource density, and (4) resource integration as the fundamental way to innovate. Building on these core themes, we offer a tripartite framework of service innovation: (1) service ecosystems, as emergent A2A structures actors create and recreate through their effectual actions and which offer an organizing logic for the actors to exchange service and cocreate value; (2) service platforms, which enhance the efficiency and effectiveness of service exchange by liquefying resources and increasing resource density (facilitating easy access to appropriate resource bundles) and thereby serve as the venue for innovation; and (3) value cocreation, which views value as cocreated by the service offer(er) and the service beneficiary (e.g., customer) through resource integration and indicate the need for mechanisms to support the underlying roles and processes. In discussing these components, we consider the role of information technology—both as an operand resource and as an operant resource—and then examine the implications for research and practice in digitally enabled service innovation.

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Crossref · 10.25300/misq/2015/39.1.07

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  • Platform users' consumption defines the value, suggesting that value is created in use rather than in exchange.

    “Ecosystem research emphasizes that platform users' consumption defines the value (Autio & Thomas, 2018;Henfridsson et al., 2018), suggesting that value is created”

    From What role do data network effects play for multihoming complements? An empirical analysis of platform complementors’ strategies for consumer value creation (2025) · cites this paper as Lusch & Nambisan, 2015

  • Service innovation research emphasizes that value is created in use by multiple actors, making digital innovation a collaborative process of resource integration.

    “The emerging literature on service innovation (Barrett et al. 2015;Lusch and Nambisan 2015), including work on value cocreation (Grover and Kohli 2012;Sarker et al. 2012), underlines how value is created in use by many actors, suggesting that digital innovation is a collaborative effort of integrating resources (see Malhotra et al. 2005).”

    From Recombination in the open-ended value landscape of digital innovation (2018) · cites this paper as Lusch and Nambisan 2015

  • Using digital resources rather than products or services allows finer-grained study of value creation and capture in digital innovation.

    “Instead of notions such as products (Yoo et al. 2010) or services (Barrett et al. 2015;Lusch and Nambisan 2015), the notion of digital resources increases the granularity by which the creation and capture of value can be studied in digital innovation.”

    From Recombination in the open-ended value landscape of digital innovation (2018) · cites this paper as Lusch and Nambisan 2015

  • The service innovation and platform/network effects literatures lack a vocabulary and coherent framework for use recombination and its relation to value creation and capture in digital innovation.

    “Even in the service innovation literature (Barrett et al. 2015;Lusch and Nambisan 2015), where value-in-use is emphasized, and in the platform and network effects literature (Gawer 2014;Parker et al. 2016), where demand and user adoption are important, there is a lack of a vocabulary and coherent framework for dealing with use recombination and how it relates to value creation and capture in digit”

    From Recombination in the open-ended value landscape of digital innovation (2018) · cites this paper as Lusch and Nambisan 2015

  • Service innovation literature tends to equate recombination with design.

    “With its emphasis on resource integration, the service innovation literature tends to equate recombination with design.”

    From Recombination in the open-ended value landscape of digital innovation (2018) · cites this paper as Lusch and Nambisan 2015

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Authors
Lusch, R. F., & Nambisan, S.
Affiliations
  • University of Arizona (US)
  • University of Wisconsin–Milwaukee (US)
ORCID
Venue
MIS Quarterly
Publisher
MIS Quarterly
Published
2015-03-01
Volume
39
Issue
1
Pages
155-175
ISSN
  • 0276-7783 (ISSN-L)
  • 2162-9730
DOI
10.25300/misq/2015/39.1.07
OpenAlex
W271526086
Cited by
1,949
References
122
Citations by year
2026: 159 · 2025: 140 · 2024: 168 · 2023: 168 · 2022: 229 · 2021: 243 · 2020: 233 · 2019: 175 · 2018: 178 · 2017: 137 · 2016: 80 · 2015: 36 · 2014: 2 · 2012: 1
FWCI
356.54
Type
journal article
Language
en
Open access
closed
Locations
MIS Quarterly (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
  • Physical Sciences › Computer Science › Information Systems › Service-Oriented Architecture and Web Services
Keywords
service innovation, service-dominant logic, service ecosystems, service platform, value co-creation, resource density, resource integration, digital service innovation, service exchange

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