The Role of Service Characteristics in Service Innovations

Starting from the earlier service definitions and generally accepted service characteristics, we discuss the theo retical perspectives for studying service innovations. Based on these considerations, we then propose a new definition of service innovation that as a first definition takes service characteristics explicitly into account in addition to innovation characteristics. This is essential because service characteristics are usually taken points of departure when creating service innovations. Thereafter, we exploratorily study the content of our innovation definition on the basis of four empirical case examples. Finally, we suggest several conclusions and viewpoints for future research.

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