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The management of service innovation: an empirical investigation

Author

Listed:
  • Ulrike Seegy
  • Ronald Gleich
  • Andreas Wald
  • Paul Mudde
  • Jaideep Motwani

Abstract

The primary objectives of this study were to analyse the role of innovations in the service sector, to analyse how innovation activities are organised and to identify the factors of success. A survey among 1450 service firms, each employing more than 500 employees, from different industries (e.g., wholesale and retail, transportation and communication, financial services, IT and consultancy) was used to collect the data. The findings indicate that a defined innovation strategy, the existence of an innovation management system, an innovation-oriented corporate culture and a clear performance measurement system for new services contribute strongest to the success of new services and to the overall success of the company.

Suggested Citation

  • Ulrike Seegy & Ronald Gleich & Andreas Wald & Paul Mudde & Jaideep Motwani, 2008. "The management of service innovation: an empirical investigation," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 4(6), pages 672-686.
    • Handle: RePEc:ids:ijsoma:v:4:y:2008:i:6:p:672-686
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    Cited by:

    1. Palanisamy Ganesan & Manohar Sridhar, 2016. "Service Innovation and Customer Performance of Telecommunication Service Provider: A Study on Mediation Effect of Corporate Reputation," Corporate Reputation Review, Palgrave Macmillan, vol. 19(1), pages 77-101, February.

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