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An evolutionary framework for service innovation: Insights of complexity theory for service science

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  • Chae, Bongsug (Kevin)

Abstract

There is an increasing need for a theory-based and industry-oriented framework for service innovation in both research and practice. However the study of service innovation has been somewhat limited. This paper applies two models of complexity theory (Kauffman's NK model in biology and organizational ambidexterity in organization science) for service innovation and proposes a novel perspective on service innovation as an evolutionary process, which is interactive, local, unpredictable, and emergent. The paper also proposes a typology of service innovation that includes eight different strategic orientations of service innovation; also included are illustrations from a knowledge-intensive service industry, particularly the IT-based consulting and service industry sector. Drawing from this complexity theory perspective, the paper discusses numerous implications for future conceptualization of service, multidimensionality of service innovation, and service innovation strategies.

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  • Chae, Bongsug (Kevin), 2012. "An evolutionary framework for service innovation: Insights of complexity theory for service science," International Journal of Production Economics, Elsevier, vol. 135(2), pages 813-822.
  • Handle: RePEc:eee:proeco:v:135:y:2012:i:2:p:813-822
    DOI: 10.1016/j.ijpe.2011.10.015
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    2. Danny Samson & Marianne Gloet & Prakash Singh, 2017. "Systematic Innovation Capability: Evidence From Case Studies And A Large Survey," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(07), pages 1-43, October.
    3. Wang, Qiang & Zhao, Xiande & Voss, Chris, 2016. "Customer orientation and innovation: A comparative study of manufacturing and service firms," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 221-230.
    4. Maria Chiara Di Guardo & Francesca Cabiddu, 2015. "E-service innovation: combining directed and practice-based approaches," The Service Industries Journal, Taylor & Francis Journals, vol. 35(1-2), pages 81-95, January.
    5. Robert Frost & Kelly Lyons, 2017. "Service Systems Analysis Methods and Components: A Systematic Literature Review," Service Science, INFORMS, vol. 9(3), pages 219-234, September.
    6. Patel, Pankaj C. & Struckell, Elisabeth M. & Ojha, Divesh & Manikas, Andrew S., 2020. "Retail store churn and performance – The moderating role of sales amplitude and unpredictability," International Journal of Production Economics, Elsevier, vol. 222(C).
    7. Wang, Zhan & McNally, Regina & Lenihan, Helena, 2019. "The role of social capital and culture on social decision-making constraints: A multilevel investigation," European Management Journal, Elsevier, vol. 37(2), pages 222-232.
    8. Chae, Bongsug (Kevin), 2015. "Insights from hashtag #supplychain and Twitter Analytics: Considering Twitter and Twitter data for supply chain practice and research," International Journal of Production Economics, Elsevier, vol. 165(C), pages 247-259.
    9. Wengang Zhang & Feng Xu & Xuefeng Wang, 2020. "How Green Transformational Leadership Affects Green Creativity: Creative Process Engagement as Intermediary Bond and Green Innovation Strategy as Boundary Spanner," Sustainability, MDPI, vol. 12(9), pages 1-17, May.
    10. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    11. Chen, Kaui-Hwang & Wang, Chun-Hsien & Huang, Shi-Zheng & Shen, George C., 2016. "Service innovation and new product performance: The influence of market-linking capabilities and market turbulence," International Journal of Production Economics, Elsevier, vol. 172(C), pages 54-64.
    12. Zhang, Jiayuan & Yalcin, Mehmet G. & Hales, Douglas N., 2021. "Elements of paradoxes in supply chain management literature: A systematic literature review," International Journal of Production Economics, Elsevier, vol. 232(C).
    13. Zhang, Min & Zhao, Xiande & Voss, Chris & Zhu, Guilong, 2016. "Innovating through services, co-creation and supplier integration: Cases from China," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 289-300.
    14. Yang, Yefei & Lee, Peter K.C. & Cheng, T.C. Edwin, 2017. "Leveraging selected operational improvement practices to achieve both efficiency and creativity: A multi-level study in frontline service operations," International Journal of Production Economics, Elsevier, vol. 191(C), pages 298-310.
    15. Huayan Shen & Zhiyong Ou & Kexin Bi & Yu Gao, 2023. "Impact of Customer Predictive Ability on Sustainable Innovation in Customized Enterprises," Sustainability, MDPI, vol. 15(13), pages 1-18, July.
    16. Brenda Musoga & Louise Ngugi & Kenneth Lawrence Wanjau, 2021. "Moderating role of service innovation on the relationship between corporate reputation and performance of hotels in Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(1), pages 47-59, January.
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    18. Philip Haynes & David Alemna, 2022. "A Systematic Literature Review of the Impact of Complexity Theory on Applied Economics," Economies, MDPI, vol. 10(8), pages 1-23, August.

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