The Service Innovation Triangle: a tool to create value through innovation

Furseth, P-I, Cuthbertson, Richard and Reynolds, Jonathan (2012) The Service Innovation Triangle: a tool to create value through innovation. In: XXIII ISPIM Conference, 17-20 June, Barcelona, Spain.

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This paper provides a new framework for service innovation based on structured interviews with some of the best known thinkers and practitioners in the field of innovation, as well as extensive literature reviews, supported through case study analysis, in order to identify the components of service innovation and their interrelationships, especially with respect to creating value through the innovative management of business models, service systems and the resulting customer experience. The result of this research is the Service Innovation Triangle, a simple but rich model, consisting of 9 integrated elements in 3 layers. The Service Innovation Triangle can be applied by businesses to develop value for their customers, as well as providing a foundation for future research in the area of service innovation.

Item Type: Conference or Workshop Item (Paper)
Subject(s): Retail
Operations management
Centre: Oxford Institute of Retail Management
Faculty of Operations Management
Date Deposited: 10 Mar 2014 14:44
Last Modified: 23 Oct 2015 14:08
Funders: Not Applicable

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