Teenused … on kõikjal meie ümber. Vähemalt nii näevad ümbritsevat need, kes kasutavad teenuseid ümbritsevale tähenduse andmiseks. Aga teenuste tähendusväli on väga avar ning sestap on suur võimalus möödarääkimiseks. Siinviidatu on vabalevis olev tekst, mis võiks huvi pakkuda nii neile, kes juba kogemustega n-ö teenuseinimesed või alles hakkavad ennast valdkonnaga kurssi viima kui tudengitele-uurijatele kirjandusülevaate koostamiseks ideede ammutamiseks.

Kontekstiks:

As a result, service innovation research appears as a vast but heterogeneous, dispersed, disintegrated and largely disconnected field (Antons & Breidbach, 2018; Biemans et al., 2016; Patrício et al., 2018). Characterized by ‘little or no agreement on the key assumptions and core concepts’, it seems to fail at cumulative knowledge development (Gustafsson et al., 2020, p. 111).

Erimeelsustel võib olla põhjus:

The main reason for the disagreements and mounting lack of clarity is the versatility of service as a concept.

Kirju pilt:

In addition, the established view of the distinctiveness of service characteristics has been challenged by the complex reality that includes intangible goods (e.g. electronic books), services with tangible processes and outcomes (e.g. surgeries, beauty treatments), standardized services (e.g. internet banking), services with durable output (e.g. education) and services that do not require customer participation (e.g. lawn care) (Edvardsson et al., 2005; Lovelock & Gummesson, 2004).

Autorid lubavad:

In contrast to other reviews, we use ‘service innovation’ strictly as an umbrella term and consider it to belong to a higher taxonomic rank that covers several distinct perspectives on how new service comes into being. Accordingly, we define service innovation in the broadest sense as a new service or the creation and implementation of a new service.

Paralleelsed arengud:

Another challenge is the lack of conversation between parallel literature streams that could otherwise build upon one another, such as service design studies focusing on inducement and NSD studies focusing on adoption.

Praktikutele:

Our classification may also prove valuable as a guide for practitioners searching for relevant concepts, empirical findings and practical tools for managing service innovation initiatives.

Kurtmollaiev, S., & Pedersen, P. E. (2022). Bringing together the whats and hows in the service innovation literature: An integrative frameworkInternational Journal of Management Reviews.