Service innovation : a knowledge-based approach

Abstract

Service innovation is generally conceptualized as a complex construct, the emergence of which is perceived as heterogeneous, situated and path-dependent on hard-to-replicate intra- and inter-organizational knowledge resources and processes. Due to the multidimensional nature of service innovation, studies in service innovation theory have generally explored the service innovation process by applying the capabilities approach, which focuses on firm-level routines for knowledge reconfiguration and service innovation, or by applying a sociological orientation, where emphasis is placed on investigating the role of human actors and human interactions in knowledge reconfiguration and service innovation. Building on these two approaches, this paper proposes a conceptual model on the service innovation process grounded in a knowledge-based approach. Emphasis in this model is placed on knowledge as a key resource and input to the service innovation process, while through bridging firm-level capabilities with individual-level processes, the multi-levels through which knowledge reconfiguration and service innovation may occur are illustrated.