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Capabilities for managing service innovation: towards a conceptual framework

Pim den Hertog (Amsterdam Centre for Service Innovation (AMSI), Amsterdam Business School, Amsterdam, The Netherlands)
Wietze van der Aa (Amsterdam Centre for Service Innovation (AMSI), Amsterdam Business School, Amsterdam, The Netherlands)
Mark W. de Jong (Amsterdam Centre for Service Innovation (AMSI), Amsterdam Business School, Amsterdam, The Netherlands)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 10 August 2010

Abstract

Purpose

The purpose of this paper is to identify and reflect on a set of dynamic capabilities for managing service innovation and applies a dynamic capabilities view (DCV) of firms for managing service innovation.

Design/methodology/approach

This theoretical paper offers a conceptual framework for managing service innovation by proposing six dynamic service innovation capabilities. This framework builds on and is integrated with a model of service innovation that covers the possible dimensions where service innovation can take place. On this basis, avenues for future research into managing service innovation are identified and managerial implications discussed.

Findings

The six dynamic service innovation capabilities identified are: signalling user needs and technological options; conceptualising; (un‐)bundling; co‐producing and orchestrating; scaling and stretching; and learning and adapting. It is hypothesized that successful service innovators, which may include manufacturing firms developing into providers of service solutions, outperform their competitors in at least some of these capabilities.

Research limitations/implications

The six dynamic service innovation capabilities identified in this theoretical paper, their mutual links as well as links with dimensions of service innovation need to be tested further. Further refinement is required in order to be able to discriminate between various industries, sizes and types of firms.

Practical implications

Those involved in managing service innovation are offered a framework for systematically assessing dynamic service innovation capabilities.

Originality/value

The main contribution of this paper is that it links a service (innovation) perspective to a DCV of the firm by proposing a set of six dynamic service innovation capabilities.

Keywords

Citation

den Hertog, P., van der Aa, W. and de Jong, M.W. (2010), "Capabilities for managing service innovation: towards a conceptual framework", Journal of Service Management, Vol. 21 No. 4, pp. 490-514. https://doi.org/10.1108/09564231011066123

Publisher

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Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited