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Cited by 956Service and Product InnovationDigital Innovation in IndustriesAI in Service Interactions

Service innovation in the digital age: Key contributions and future directions

Open access
Barrett, Michael, Davidson, Elizabeth, Prabhu, Jaideep, Vargo, Stephen L.·2015·MIS Quarterly
DOI 10.25300/misq/2015/39:1.03
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Abstract

Over the last decade, there has been an increasing focus on service across socioeconomic sectors coupled with transformational developments in information and communication technologies (ICTs). Together these developments are engendering dramatic new opportunities for service innovation, the study of which is both timely and important. Fully understanding these opportunities challenges us to question conventional approaches that construe service as a distinctive form of socioeconomic exchange (i.e., as services) and to reconsider what service means and thus how service innovation may develop. The aim of this special issue, therefore, is to bring together some of the latest scholarship from the Marketing and Information Systems disciplines to advance theoretical developments on service innovation in a digital age.

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Cites

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  • 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 Barrett et al. 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 Barrett et al. 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 Barrett et al. 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 Barrett et al. 2015

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Cites

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Research works printed but not linked: 9

  1. Bryson, J., Daniels, P., and Warf, B. 2004. Service Worlds: People, Organizations, and Technologies, London: Routledge.
  2. Henfridsson, O., and Bygstad, B. 2013. "The Generative Mech- anisms of Digital Infrastructure Evolution," MIS Quarterly (37:3), pp. 907-931.
  3. Kallinikos, J., Aaltonen, A., and Marton, A. 2013. "The Ambi- valent Ontology of Digital Artifacts," MIS Quarterly (37:2), pp. 357-370.
  4. Rust, R. 2004. "If Everything Is Service, Why Is this Happening Now, and What Difference Does it Make?," Journal of Mar- keting (68:1), pp. 23-24.
  5. Schatzki, T. 2005. "The Site of Organizations," Organization Studies (26:3), pp. 465-484
  6. Soh, C., Markus, M. L., and Goh, K. 2006. "Electronic Market- places and Price Transparency: Strategy, Information Tech- nology, and Success," MIS Quarterly (30:3), pp. 705-723.
  7. Walsham, G. 2002. "Cross-Cultural Software Production and Use: A Structural Analysis," MIS Quarterly (26:4), pp. 359-380.
  8. Xiao, B., and Benbasat, I. 2007. "E-Commerce Product Recom- mendation Agents: Use, Characteristics, and Impact," MIS Quarterly (31:1), pp. 137-209.
  9. Zittrain, J. 2006. "The Generative Internet," Harvard Law Review (119), pp. 1974-2040.

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Authors
Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L.
Affiliations
  • University of Cambridge (GB)
  • University of Hawaiʻi at Mānoa (US)
ORCID
Venue
MIS Quarterly
Publisher
MIS Quarterly
Published
2015-03-01
Volume
39
Issue
1
Pages
135-154
ISSN
  • 0276-7783 (ISSN-L)
  • 2162-9730
DOI
10.25300/misq/2015/39:1.03
OpenAlex
W1924429363
Cited by
956
References
173
Citations by year
2026: 60 · 2025: 59 · 2024: 82 · 2023: 83 · 2022: 112 · 2021: 115 · 2020: 123 · 2019: 114 · 2018: 77 · 2017: 79 · 2016: 35 · 2015: 16 · 2014: 1
FWCI
171.24
Type
journal article
Language
en
Open access
Locations
  • MIS Quarterly (publishedVersion)
  • Apollo (University of Cambridge) (submittedVersion)
  • Apollo
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Digital Innovation in Industries
  • Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
Keywords
service innovation, digital services, information and communication technologies, service marketing, service theory, digital transformation

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