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Realizing Innovations in Service Firms: new organizational forms and supporting processes

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Author Info
Aa, W. van der
Elfring, T. (Erasmus Research Institute of Management (ERIM), RSM Erasmus University)
Abstract

This paper describes a number of innovation forms that are of special relevance to firms in the service industry. Not only technological innovations but also organizational innovations have been distinguished. In the service industry organizational innovations seem to play a significant role. The literature on innovations makes little mention of new organizational arrangements in services. Based on the service management literature a scheme with three forms of organizational innovation and one form of technological innovation is developed. This scheme is illustrated and elaborated in ten case studies of firms in various service industries. The case studies shed some light on innovations in multi-unit forms, combinations of services and co-operation with customers. On a basis of the service management literature and the case studies some of the main processes supporting the (organizational) innovations are analysed.

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File URL: http://hdl.handle.net/1765/139
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Publisher Info
Paper provided by Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam. in its series Research Paper with number ERS-2001-79-STR Revision_Date: 2009-07-29.

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Date of creation: 07 Jan 2001
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Handle: RePEc:dgr:eureri:2001136

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Related research
Keywords: technological innovations; client as co-producer; supporting processes; multi-unit organization;

This paper has been announced in the following NEP Reports:

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  1. Kenneth E. Knight, 1967. "A Descriptive Model of the Intra-Firm Innovation Process," Journal of Business, University of Chicago Press, vol. 40, pages 478. [Downloadable!]
  2. Chris Freeman & Luc Soete, 1997. "The Economics of Industrial Innovation, 3rd Edition," MIT Press Books, The MIT Press, edition 3, volume 1, number 0262061953, December.
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This page was last updated on 2009-12-2.

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